FAQ: Frequenlty Asked Questions:
Welcome to our Customer Support Frequently Asked Questions Section. Below you will find several dozen
commonly asked questions and their corresponding answers. The questions are organized into the
following groups:
-
(A) - Contacting Customer Support with a Problem
- Q: What if I have a problem with my reservation while I'm away?
- Q: Who can I contact for help with the system?
- Q: What number should I call if I'm not in the United States?
- Q: What if I just want to speak to a human?
- Q: Who do I contact if I have a general question?
-
(B) - Making a Reservation
- Q: What if I can't find a specific hotel I want?
- Q: How do I reserve my hotel room?
- Q: Which credit cards are accepted?
- Q: How do I make a reservation for someone else?
- Q: How do I know my reservation is confirmed?
- Q: Why must I prepay for some of the specials offered on your websites?
- Q: How can I get a receipt for my stay?
- Q: What are "Additional Rates?"
- Q: When will charges be applied to my credit card?
- Q: What is the cost for using Driving Force Internet Group online services?
- Q: Are taxes included in the rate?
-
Q: Can I specify where I would like my room located (preferred floor, next to
pool, etc.?)
- Q: Is the room rate per person or per night?
- Q: What happens when I make a reservation?
- Q: How long does it take to receive a response to my reservation request?
- Q: How do I check on my request for a lodging?
- Q: I don't have long to wait for a confirmation. What can I do?
- Q: When will my reservation be at the hotel?
-
Q: Once I have made my reservation, will I receive any written confirmation from
the hotel?
- Q: What is the cancellation policy on my reservation?
- Q: Can I make a reservation over the phone?
- Q: I'm looking for a hotel in a specific city. Can you help me?
- Q: Is there a hotel shuttle service to/from the airport?
- Q: Is parking available? Free parking? Long-term parking?
- Q: What if there will be more than two adults in the room?
- Q: Our children will be with us... do they stay free?
- Q: Are rollaway beds/cribs available?
- Q: What are the directions to the hotel?
- Q: Is breakfast included?
- Q: Do hotels have minimum age requirements?
-
(C) - Cancel or Change a Reservation
-
Q: How do I cancel a reservation I made online? Is there a cancellation charge?
- Q: Who do I pay for my hotel stay - DF-IG.com or the hotel?
- Q: How do I make changes to my reservations? (dates, names, hotels)
- Q: How do I cancel the reservations I have made?
- Q: How do I register a complaint or request a refund?
- Q: What is the cancellation policy on my reservation?
- Q: What is the Refund Policy?
-
(D) - Credit Card / Personal Information Security
- Q: Are transactions made through DF-IG.com secure?
-
Q: How does DF-IG.com use personal information gathered during a hotel
reservation?
- Q: Why doesn’t Lodging.com accept my credit card?
- Q: Which credit cards may I use?
- Q: My credit card number is correct, but the hotel is not accepting it. Why?
-
(E) - Additional Charges / Discounts and Promotions
- Q: What about the special discounts?
- Q: Why do I see a lower rate than the rate that I booked?
- Q: I should receive a discounted rate. How do I get this?
-
(F) - Miscellaneous
-
Q: How do I subscribe or unsubscribe from the B4 UGO Travel Tips and Specials
Newsletters?
- Q: How do I list my hotel in the DF-IG.com directory?
- Q: What other services does DF-IG.com offer?
(A) - Contacting Customer Support with a Problem
Q: What if I have a problem with my reservation while I'm away?
A: Our online services are backed by customer service personnel ready to assist you with any questions
or comments that you may have about our online information or services. They can be reached from
anywhere in the world by email at [email protected] or by telephone at 1-705-942-9765 during from
9:00 am to 5:00 pm (EST) - Monday to Friday (except on major holidays) - to assist you in resolving
whatever questions you may have.
Q: Who can I contact for help with the system?
A: Our online services are backed by customer service personnel ready to assist you with any questions
or comments that you may have about our online information or services. They can be reached from
anywhere in the world by email at [email protected] or by telephone at 1-705-942-9765 during from
9:00 am to 5:00 pm (EST) - Monday to Friday (except on major holidays) - to assist you in resolving
whatever questions you may have.
Q: What number should I call if I'm not in the United States?
A: Our Customer Service personnel can be reached from anywhere in the world at 1-705-942-9765 from
9:00 am to 5:00 pm (EST) - Monday to Friday (except on major holidays) - or by email at
[email protected] to answer your questions.
Q: What if I just want to speak to a human?
A: While we are unable to make reservations on your behalf, our Customer Service personnel can be
reached from anywhere in the world at 1-705-942-9765 from 9:00 am to 5:00 pm (EST) - Monday to Friday
(except on major holidays) - to answer your questions.
Q: Who do I contact if I have a general question?
A: While we are unable to make reservations on your behalf, our Customer Service personnel can be
reached from anywhere in the world at 1-705-942-9765 from 9:00 am to 5:00 pm (EST) - Monday to Friday
(except on major holidays) - to answer your questions.
(B) - Making a Reservation
Q: What if I can't find a specific hotel I want?
A: Driving Force Internet Group lists over 110,000 online bookable properties worldwide. You may
need to consider changing your preferences, arrival and departure dates, room type or other
details to find a vacany to suit your needs. All of the information that we have for each
establishment is available online.
Q: How do I reserve my hotel room?
A: Visit our website and select the country, state and city that you will be visiting. Once you
have found a Hospitality Establishment that looks interesting - click on the hotel name (in blue)
or on one of the reservation service links located to the right of the hotel name to access one of
our reservation service affiliate booking links. Enter you booking preferences - arrival and
departure dates, etc. - and check for availability. If the reservation engine provides acceptable
reservation options - please proceed with the online booking process to finalize your
arrangements.
Q: Which credit cards are accepted?
A: Most major credit cards are accepted by our various reservation service partners.
Q: How do I make a reservation for someone else?
A: To complete a reservation for someone else, simply type in his or her name instead of yours for
guest name. Use the billing address for the credit card you are using as the address.
Q: How do I know my reservation is confirmed?
A: You will be sent a confirmation email after you complete your reservation. This email will
include the arrival and departure dates of your reservation as well as the price and any other
preference specified. Your email confirmation message should also include cancellation details.
Q: Why must I prepay for some of the specials offered on your websites?
A: In order to insure the best pricing possible, our reservation service partners sometimes need
to reserve rooms in advance to qualify for special rates. This process require a "prepayment" at
the time of booking.
Q: How can I get a receipt for my stay?
A: Generally you will receive an itemized receipt from the hotel at departure. If you stayed at a
discounted prepaid room you will need to use your confirmation email as a receipt for the room
booked and paid in advance by credit card. In this case you will only get an itemized receipt for
incidental charges on departure from the hotel.
Q: What are "Additional Rates?"
A: These rates still can offer savings; however, are not specially negotiated with the hotel like
some other online "specials" and generally do not offer as large a discount.
Q: When will charges be applied to my credit card?
A: Most often your credit card will be charged directly by the hotel at the time of check out
however, some lodgings may require up-front payment with your credit card at the time of booking.
Additional charges for phone calls, room service, and other services will be your responsibility
at the time of check out as well.
Q: What is the cost for using Driving Force Internet Group online services?
A: There is NO CHARGE or service fee to use our hotel online reservation booking services.
However, some of our suppliers may charge service fees. Please read all text carefully associated
with any reservation before booking.
Q: Are taxes included in the rate?
A: All taxes are included unless otherwise indicated in you booking confirmation message.
Indication will be provided regarding tax rates and miscellaneous charges/fees.
Q: Can I specify where I would like my room located (preferred floor, next to pool, etc.?)
A: If special requests are accepted by the lodging, a section will appear on the Reservation Form
to insert such requests and submit them to the hotel. The hotel staff will do their best to
accommodate special requests however, we cannot guarantee that your requests will be granted
because they are subject to availability.
Q: Is the room rate per person or per night?
A: Most rates are based on double occupancy per room, and are quoted on a nightly basis unless
otherwise specified. Extra people, children, roll-away beds and incidentals may be subject to
additional charges.
Q: What happens when I make a reservation?
A: Reservation requests will most often result in a new screen showing an Itinerary or
Confirmation Number, which should be kept and used with any future correspondence. All
reservations will then receive a confirmation email message containing your Confirmation Number
and other reservation details. Your reservation is not fully confirmed until you have received
this email message.
Q: How long does it take to receive a response to my reservation request?
A: You should receive an email request response or an email confirmation message usually directly
after making your online arrangements. However, in rare instances, this message can take up to 24
hours before arriving.
Q: How do I check on my request for a lodging?
A: Our online services are backed by customer service personnel ready to assist you with any
questions that you may have about our online information or services. They can be reached from
anywhere in the world by email at [email protected] or by telephone at 1-705-942-9765 during
from 9:00 am to 5:00 pm (EST) - Monday to Friday (except on major holidays) - to assist you in
resolving whatever questions you may have.
Q: I don't have long to wait for a confirmation. What can I do?
A: Typically, most lodging reservations are made in real time and your confirmation should only
take a few seconds. You will be notified of the status of your reservation within 2 to 4 hours.
However, there can be delays. In such cases, you will receive an email from us without a
confirmation number. When we receive the confirmation number from the property, it will be emailed
to you. If there is a special request or rate change associated with your reservation, the request
will be sent to a Customer Care agent for processing. You may contact us directly at
[email protected] or by telephone at 1-705-942-9765 during from 9:00 am to 5:00 pm (EST) -
Monday to Friday (except on major holidays).
Q: When will my reservation be at the hotel?
A: It usually takes a minimum of 24 hours before your reservation details reach the lodging's
computer system or fax machine. Rest assured, the room is booked once you have received your email
confirmation, however, the hotel simply may not have entered your details into their system
yet.
Q: Once I have made my reservation, will I receive any written confirmation from the hotel?
A: No. Your email confirmation is all you will need. It displays your hotel information, room
rate, confirmation number, and the hotel's cancellation policy.
Q: What is the cancellation policy on my reservation?
A: The cancellation policy should be included in your email confirmation message as well as the
hotel booking information. These policies will vary from lodging to lodging, so you must read each
one carefully. In general, the standard increments are that you must cancel the room(s) by 4 or 6
PM on the arrival date, or 24, 48, or 72 hours prior to your specified arrival; however, these are
just general guidelines and the specific policy of the property will prevail. If you cancel before
the deadline, generally you will not be charged a penalty. Canceling after the stated period will
result in a cancellation penalty fee or "no-show" charges.
Q: Can I make a reservation over the phone?
A: Our reservation telephone service representatives can be reached at 1-877-678-9330.
Q: I'm looking for a hotel in a specific city. Can you help me?
A: Our online customer service agents are unable to do individual searches for clients due to our
high volume of reservations. Please use our website to find the most comprehensive and current
information online or call our reservation telephone service at 1-877-678-9330.
Q: Is there a hotel shuttle service to/from the airport?
A: Many hotels offer shuttle service to and from the airport. This may be listed on the Booking or
Lodging Information page, however if it is not located online you may need to contact the hotel
directly to attain this information.
Q: Is parking available? Free parking? Long-term parking?
A: Most hotels offer free parking to their guests, although some may charge. Long-term parking is
offered at the discretion of the property. This information may be listed on the Lodging / Booking
Information page.
Q: What if there will be more than two adults in the room?
A: Most hotels allow additional guests to stay in the rooms at a charge (usually between
$5.00-$20.00 per person). Some hotels have a limit on how many people can stay in a room. This may
be listed on the Lodging Information page.
Q: Our children will be with us... do they stay free?
A: Usually children under 12 years of age stay for free in their parent's room using the existing
bedding. The age requirement differs depending on the specific hotel's policy. This may be listed
on the Hotel Lodging page.
Q: Are rollaway beds/cribs available?
A: Most hotels offer rollaway beds and cribs. This may be listed on the Lodging Information page.
If special requests are accepted, a section will appear on the Reservation Form to insert such
requests and submit them to the hotel.
Q: What are the directions to the hotel?
A: Directions to the hotel are sometimes listed on the Lodging Information page. You may also want
to consider contacting the hotel directly to make further inquiries about the location of the
hotel - their phone number will be included in your email confirmation message.
Q: Is breakfast included?
A: Some hotels may offer free breakfast although this is not a required service. These details
should be included in the Hotel Booking information.
Q: Do hotels have minimum age requirements?
A: Please be aware that some hotels, foreign and domestic, may have minimum age restrictions or
requirements when reserving a room. Please inquire with the hotel directly if you have further
questions about their policy.
(C) - Cancel or Change a Reservation
Q: How do I cancel a reservation I made online? Is there a cancellation charge?
A: Customers can cancel their stay either online or by telephone. Note that we are not responsible
for no-show charges or cancellation disputes without a valid cancellation number. Your email
confirmation message should contain cancellation details otherwise, please access our Customer
Care Reservation Modification / Cancellation information page for the proper cancellation links
and phone numbers. Most cancellations are free of charge, however some reservation services may
charge a minimal fee. Cancellations are not complete until confirmed by an agent or email and you
have received a valid cancellation number.
Q: Who do I pay for my hotel stay - DF-IG.com or the hotel?
A: For most properties, your credit card number is needed only for confirmation purposes - payment
is still expected at the hotel desk at the end of your stay. Please click on each hotel's Rate
Info link for details. These payment terms and conditions are also stated in your confirmation
email message.
Q: How do I make changes to my reservations? (dates, names, hotels)
A: Some online reservation services will allow you to modify your reservation online or call their
customer suppport personnel to make changes - please access our Customer Care Reservation
Modification / Cancellation information page for the proper cancellation / modification links and
phone support numbers. After reading the hotel's Cancellation Policy under the property's
information on the website or in your email confirmation you consider rebooking your reservation
and then cancelling your original reservation once you have received your new email confirmation
message.
Q: How do I cancel the reservations I have made?
A: To cancel a reservation, please read you email confirmation message for cancellation procedure
or access our Customer Care Reservation Modification / Cancellation information page for the
proper cancellation / modification links and phone support numbers.
Q: How do I register a complaint or request a refund?
A: Our online services are backed by customer service personnel ready to assist you with any
questions or comments that you may have about our online information or services. They can be
reached from anywhere in the world by email at [email protected] or by telephone at
1-705-942-9765 during from 9:00 am to 5:00 pm (EST) - Monday to Friday (except on major holidays)
- to assist you in resolving whatever questions you may have.
Q: What is the cancellation policy on my reservation?
A: The cancellation policy should be included in your email confirmation message as well as the
hotel booking information. These policies will vary from lodging to lodging, so you must read each
one carefully. In general, the standard increments are that you must cancel the room(s) by 4 or 6
PM on the arrival date, or 24, 48, or 72 hours prior to your specified arrival; however, these are
just general guidelines and the specific policy of the property will prevail. If you cancel before
the deadline, generally you will not be charged a penalty. Canceling after the stated period will
result in a cancellation penalty fee or "no-show" charges.
Q: What is the Refund Policy?
A: DF-IG.com strives to provide the best service possible and will work on behalf of our clients
to rectify any regrettable circumstances pertaining to your reservation. However, DF-IG.com acts
only as an agent to secure services of hospitality establishments. Therefore, we have no control
over personnel, equipment, or operations of these suppliers and shall not be held liable for any
inconvenience, personal injury, property damage, or other loss incurred as a result of any
wrongful acts, omissions, or default on the part of the suppliers.
(D) - Credit Card / Personal Information Security
Q: Are transactions made through DF-IG.com secure?
A: Any time DF-IG.COM requires a customer to enter credit card information, that transaction will
take place on an SSL encrypted, secure server. If you are using Microsoft Internet Explorer or
Netscape Navigator, you can always check the bottom of your browser for a "locked" icon in the
status bar. This "lock" means you are in a secure server environment where information sent
between your computer and ours is encrypted against prying eyes.
Q: How does DF-IG.com use personal information gathered during a hotel reservation?
A: DF-IG.com does not and will not sell, rent, or otherwise distribute its customers' personal
information in any way other than as described in our Privacy Policy. Please consult that document
for full details.
Q: Why doesn’t Lodging.com accept my credit card?
A: Some reservation services require the billing address of the credit card as authenticaion for
the credit card you’re using in addition to the credit card number. Also when you enter your
credit card and billing information, please make sure the address and zip or postal code are
correct.
Q: Which credit cards may I use?
A: Generally the most accepted credit cards are Visa, MasterCard, American Express and
Discover.
Q: My credit card number is correct, but the hotel is not accepting it. Why?
A: There are a few possibilities: Your card type is not accepted at the hotel. The card expiration
date precedes the reservation date. You have reached your credit limit. There is a computer
error.
(E) - Additional Charges / Discounts and Promotions
Q: What about the special discounts?
A: Some participating properties may offer "special" quoted rates to our users. These rates offer
substantial savings, but are subject to availability and may carry certain requirements as to
dates they may apply. Rates may not include taxes and may vary due to seasonal changes or special
events. Due to the nature of the hotel industry, rates and applicable discounts are constantly
changing.
Q: Why do I see a lower rate than the rate that I booked?
A: Rates change all the time. Booking far in advance may result in rate changes near the time of
your existing reservation. We do not have the ability to modify a reservation to change to the
lower rate. For some special discounted-rate properties you may cancel and re-book, however you
may be subject to any applicable cancellation fees. For all other properties with regular rack
rates you will be bound by the hotel restrictions with regards to cancellation and re-booking.
Q: I should receive a discounted rate. How do I get this?
A: The rates displayed are the only rates available to this site for making reservations. These
rates may include government, corporate, or senior discounts. You may need special documentation
at check-in to confirm you are qualified to receive that rate. Please do not expect to receive
such a rate at check-in without the proper identification even if you have selected to book it
online.
(F) - Miscellaneous
Q: How do I subscribe or unsubscribe from the B4 UGO Travel Tips and Specials Newsletters?
A: If you do not wish to receive this newsletter or want to alter your status, please visit our
subscription center at:
http://www.df-ig.com/subscribe/[email protected] or contact us by email
at [email protected].
Q: How do I list my hotel in the DF-IG.com directory?
A: If you would like to list your hospitality establishment on our websites please use the link
provided below to obtain more information about this process:
http://www.df-ig.com/info/signup.htm
Q: What other services does DF-IG.com offer?
A: DF-IG currently concentrates it's efforts on bringing you the most current and comprehensive
accommodation information and online booking access. Although we do offer other online products -
this is our main focus.
.... because our customers are important to us!
|