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aRes Travel FAQ

When Can I Expect to Receive My Official Confirmation Number From the Hotel?

The hotel will provide us with an “official” hotel confirmation number within 2 business days of the reservation being made. Once aRes Travel has received this, you will be sent an updated confirmation via email.

Are the Rates Listed Online the Same Rates Quoted If You Call the Call Center?

Yes, however, some hotels may offer a “Call Center Exclusive” rate that is too low to publish online and only available via the phone.

Can I Get the Service Fee Refunded?

When reservations are made the one time service fee is for the processing of your transaction and is therefore, non-refundable.

What is the Nature Of a Charge On My Credit Card?

The charges you will see on your credit card statement are either: Full pre-payment (special negotiated rates); or a $5.99 non-refundable service fee. In the case that only the non-refundable service fee was collected, the hotel will collect Room + Tax for your entire stay upon check-in or checkout depending upon the hotel’s policy. If you canceled a fully prepaid reservation, a $25 cancellation fee may be assessed. The merchant name for any one of these charges on your billing statement will say “aRes Hotels and Tickets.”

How Do I Confirm My Airline Booking?

Once booked online you will receive an airline confirmation via email with a Record Locator Number. Should you have any questions regarding ticketing or in the case that you do not receive your airline confirmation with e-tickets please contact the Travel Support Center at 1 (858) 634-5559 and give them your tracking number, last name and date of travel. It is recommended that you check-in and confirm your flight reservation with the airline at least 24 hours prior to departure for domestic flights (72 hours for flights to Hawaii and International destinations).

How Do I Change Or Cancel My Activity Reservation?

The majority of activity vendors have a “no cancellation” policy and tickets are non-transferable. Please check the specific Terms & Conditions listed for each activity before purchasing your tickets.

Exceptions: The non-refundable service fee or $25 cancellation fee will be waived if another reservation is immediately booked with an equal or greater number of room nights with one of Customer Service agents. Hotel terms and conditions will still apply.

Are There Penalties for Canceling Or Changing a Reservation?

Please refer to the hotel’s cancellation policy, as well as the specific terms and conditions applicable to your reservation. As a general rule, you must cancel at least 72 hours prior to arrival or the hotel will likely charge you the first night’s room + tax. In addition, the service fee that was charged at time of reservation is non-refundable and there is a $25 cancellation fee imposed for any bookings that were made at the special negotiated rates, otherwise known as “pre-paid” reservations.

Exceptions: The non-refundable service fee or $25 cancellation fee will be waived if another reservation is immediately booked with an equal or greater number of room nights with one of Customer Service agents. Hotel terms and conditions will still apply.

How Do I Cancel My Hotel Reservation?

You may call aRes Travel at 1 (800) 434-7894 to cancel with a customer support representative. When calling, please have your AON number, the name the reservation was placed under, and the original credit card number billed.

If your account is being credited for prepayment, you should see a credit on your billing statement within 30 days of requesting the credit or on your next billing cycle. **Some hotels may impose non-refundable rate plans or fees that aRes Travel is required to pass along. Such fees are highest when cancellations occur within 72 hours of your scheduled arrival date.

How Do I Change My Hotel Reservation?

First, you will need your AON tracking number found on your verification email. To change your hotel reservation, you will need to cancel & rebook the reservation. Please note, with any modification of a reservation, there is a chance the availability or rates will have changed since the time you originally made your reservation.

How Do I Know That I Have a Confirmed Hotel Reservation?

Immediately upon booking, you should receive a verification email with a web tracking number starting with AON. This email verifies that you have a confirmed reservation at the hotel, and aRes Travel has requested that the hotel provide them with their confirmation number that they will send to you. You should receive the hotel confirmation number within 2 business days via email. For bookings made within 48 hours of arrival, you don’t need to wait for the hotel’s confirmation number; just proceed to the hotel with your reservation email and the hotel will be able to retrieve your reservation using your Last Name & check-in date.

How Can I Contact aRes Travel By Phone?

You may call aRes Travel at (800) 434-7894 .

If calling internationally, please dial +1 (619) 546-5622.

Email a sales or customer service representative: [email protected]

Agents are available by phone:

  • Monday-Friday 6:00 a.m. – 11:00 p.m.
  • Saturday 7:00 a.m. – 10:00 p.m.
  • Sunday 8:00 a.m. – 9:00 p.m.
  • Pacific Standard Time