Frequently Asked Questions (FAQs)

Q: What if I just want to speak to a human at SuperStays.com?
A: Call us at 1-866-598-9330. We are open for business 8 AM to Midnight eastern time, 7 days a week for your convenience.


Q: How do I cancel a reservation?
A: The easiest way is to cancel online with our new and improved cancellation interface. Please go to http://www.superstays.com/ and click on the cancellation link. If you are canceling a pre-paid reservation, please note that we will refund 100% of the reservation less a $25.00 reservation cancellation fee. Please note that different hotels have different cut-off dates for cancellation. Failure to comply with the hotel cutoff date may result in an additional one-night no-show penalty fee.


Q: How do I register a complaint or request a refund?
A: You must formally register a complaint or request a refund via telephone (866-598-9330) and a live agent within 60 days of your checkout. Requests beyond 60 days will not be honored, nor replied to.


Q: Is my credit card number safe?
A: SuperStays.com has the utmost respect for your privacy and security. We never divulge any of your account information to anyone without your express authorization. For added security, we require that you log in using secure mode. We are very confident about the Internet security provided by Netscape's Secure Sockets Layer protocol (SSL). The security features built into Netscape Navigator, Internet Explorer and AOL 3.0 (Mac and PC), as well as the Netscape Enterprise Server, protect your Internet communications with: server authentication (thwarting impostors); privacy using encryption (thwarting eavesdroppers); and data integrity (thwarting vandals).


Q: Why doesn?t SuperStays.com accept my credit card?
A: For your protection, SuperStays.com requires the billing address of 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: What am I responsible for in regards to using this site and its related information?
A: The capability of this site, and the information accessible, is without any warranty of its performance, accuracy, completeness, merchantability, good and workmanlike service or fitness for any particular purpose, and the user accessing such information agrees to waive any and all warranties with respect to same.

Access to this site and use of the information contained thereon and/or the use of a credit card or other debit device or the creation of any liability or obligation in connection with the access to or use of the site is at the user's sole risk.

By proceeding to access and/or use this site and the information contained beyond this page, user hereby acknowledges and agrees to the term of usage set forth herein, assumes all risk of such usage and hereby waives any and all liabilities and damages which may arise out of or is in any way connected with user's access to or use.

In the event you do not agree to the above and foregoing terms of usage, you are not authorized to access or use the information and you must exit from this site.



Q: Which credit cards may I use?
A: Visa, MasterCard, American Express and Discover.


Q: How do I know if my reservation is confirmed?
A: We?ll send you a confirmation email immediately after you complete your reservation. Your confirmation email will include reservation dates, hotel room rate, and rebate information.


Q: Why do some searches display properties with a red Hot Rate button?
A: These properties represent special discounted properties available only at SuperStays.com. We negotiate extremely favorable rates for you and request that you pre-pay for these reservations at time of booking.


Q: Why must I prepay for these special prices?
A: SuperStays.com has reserved these rooms in advance at these very special rates, and we need to be paid in advance so that we can continue to offer these great rates to our customers.


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: 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 SuperStays.com?s special discounted-rate properties you may cancel and re-book, however we will charge you the $20 cancellation fee. For all other properties with regular rack rates you will be bound by the hotel restrictions with regards to cancellation and re-booking.


Q: Who do I contact if I have a general question?
A: For questions not answered above, please contact our Reservation Center at (866-598-9330).


Q: Will I be subject to a cancellation fee?
A: Depending on the hotel's cancellation policy, you may be entitled to a refund, subject to (i) any non-refundable cancellation fee imposed by the hotel and (ii) our $25.00 non-refundable cancellation fee. Please take time to review the hotel's policy to learn more about the cancellation penalty period.