Frequently Asked Questions

Making Hotel Reservations

What are your hours?

Our US-based support team is staffed 24 hours a day, 7 days a week, 365 days a year.

How do I request a reservation?
  1. Call 888-852-5100. One of our reservation assistants will gather your request.
  2. Send a request in Web Genesis®, our user-friendly online lodging management tool. Contact your account manager if you need login information.
Why do you need my job location?

Staying on one side of Houston, TX when your work site is located on the other side can cost you an hour or more of driving time. In order to provide hotel options closest to your work site, a work address is essential if available. If you do not have an address, we can also use geocodes!

I need a room but am not authorized to request one. What should I do?

First, contact your authorized requestor for approvals. If your requestor is not available, call us and we’ll do our best to meet your request according to your company’s guidelines.

When should I expect to receive my hotel options?

Our standard turnaround times are based on length of stay and are provided to you when making your request. Need it sooner? Let us know and we will do our best. Keep in mind, the more time we have to negotiate, the better the rates!

How many options should I receive?

Depends on how many nights you plan to stay. For 1-4 night stays, we’ll shoot you an option within your company’s parameters. If that’s not what you’re looking for, just let us know, and we’ll find something more suitable. For longer stays (5+ nights), we’ll provide 2-3 options.

What if I need to make a reservation in another country?

We’ve got this! Follow the same reservation steps as you would with domestic lodging.

Which hotels do you offer?

We book any hotel, anytime, anywhere. We work hard to meet your company guidelines for reservations. Within those guidelines, we typically use partner hotels for their added traveler benefits and deeper discounts. We do not restrict travelers to our preferred partners.

How do I know that my reservation is complete?

We’ll send an email, a phone confirmation, or both. Just let us know which communication you prefer. You can also track the progress of your requests using our online tool, Web Genesis®.

I am walking into a hotel and need a room. Can I just get one on my own and charge it to CLS?

We understand plans change. We’d be happy to process a request immediately and reserve your room. Make sure you call us for your reservation instead of booking directly with the hotel to protect your company against fraudulent charges and to consolidate your billing.

Can I book a room online?

Enter a reservation request through Web Genesis®, and we’ll take it from there! We’ll send options, followed by a confirmation of the hotel you select.

What happens if you cannot find a room within my budget?

We’ll contact you to let you know the hotels in your targeted area exceed your budget and inform you that we have contacted the approver at your company. Once we receive approval or are given further direction, we will follow up with you regarding your options. We promise to keep you posted every step of the way.

I am a member of a hotel rewards program. Will I get my points?

Due to our deep discounts, some hotels may choose not to award points; however, most hotels do honor their rewards points with our reservations. Be sure to ask when checking in.

During Your Stay

The hotel says I do not have a reservation. What should I do?

Contact us to ensure that you received confirmation for the right reservation, and we’ll contact the hotel to resolve the issue. Call 888-852-5100.

I need a different room. What should I do?

Call 888-852-5100. Let us know immediately when you need to change a reservation, and we will either resolve the issue or find alternative lodging. We are staffed all hours of the day, 365 days a year.

The hotel does not have the amenities I need. What should I do?

Just call 888-852-5100. We’ll try our best to get you the accommodations you need.

I need to leave later than the regular check-out time. Can you help?

Sure thing! Contact us, and we’ll call the hotel to adjust your check out time. If the hotel tries to charge an extra night, we’ll work hard to get that fee waived if at all possible.

What do I need to do if I need to check out early?

Not a problem! Just follow two easy steps:

  1. Call 888-852-5100 to inform us of your new departure time, even if you need to check out today.
  2. Check out at the front desk to make sure they don’t charge extra nights using your original check out date.
When will I receive an invoice?

We’ll send your designated billing person weekly invoices (on Fridays) within 30 days following your check out date. If we don’t deliver in time, we pick up the check for any room nights outside of our 30-day guarantee.

How many nights do we need to stay in order to take advantage of tax exemptions or reimbursement?

Each state has its own laws regarding residency and lodging taxes. CLS™ will audit your company travel for any stays which may qualify for tax refunds or exemptions. Although we do not guarantee receipt of tax exemption or reimbursement, we will do our best to identify the savings opportunities for any applicable stays.

Didn’t see your question answered?

Call 888-852-5100 to reach our friendly Customer Care people.