Frequently Asked Questions

Every booking includes daily breakfast for two and a hotel benefit, typically valued at 100 USD.

Depending on the hotel, your benefit can be enjoyed through dining, spa treatments or other experiences. Your selected rate details the exact benefit, how it can be used and any applicable conditions.

Room upgrades are provided at check-in whenever the higher room category is available. Early check-in and late check-out are also provided whenever availability allows.

VIP recognition begins with your first stay. Our Travel Designers work directly with hotel management to share your preferences and arrange your privileges, so you are personally welcomed and thoughtfully looked after throughout your stay.

Your PrivateUpgrades privileges are exclusive to stays booked through us and cannot be added to a booking made elsewhere.

Our Travel Designers help you find a hotel that suits your taste and plans, and assist with special requests. Add your preferences to your profile so we can share them with your hotel and prepare a stay tailored to you.

Yes. Personal assistance with your PrivateUpgrades hotel stay is complimentary. Any fees for extended travel planning or additional services are explained in advance.

Your selected rate details your room, included benefits and booking conditions. Resort fees and local taxes may be payable separately, depending on the hotel.

Hotel offers are subject to availability and may apply to specific booking dates, stay dates or minimum stays. Our Travel Designers can help you explore alternatives that suit your plans.

Share the hotel name and your preferred dates with our Travel Designers. We will check whether we can arrange your stay and secure exclusive benefits for you.

To arrange more than four rooms, contact our Travel Designers with your preferred hotel, dates and room requirements. We will check availability and coordinate your booking directly with the hotel.

A complimentary-night offer includes one or more nights at no additional room charge, subject to the offer’s conditions. If your requested offer is not reflected in the price, we will check with the hotel and confirm within 48 hours of booking whether it can be applied.

A promotion reflected in the displayed price is confirmed when you book. If it is not reflected in the price, it remains subject to confirmation by the hotel. Should the hotel be unable to apply it, your booking remains confirmed and non-refundable at the price booked. If anything is unclear, contact our Travel Designers before booking.

Yes. You can book for family, friends or other guests, who will enjoy the PrivateUpgrades benefits included with your selected rate. Just enter their names when booking.

Yes. Our Travel Designers can help arrange a hotel stay as a gift, coordinating payment with the hotel and any personal touches you have in mind.

Your card guarantees your hotel booking. Any required deposit or prepayment is specified in the payment terms before you book.

Payment is usually settled at check-out, unless your selected rate requires a deposit or prepayment. Any cancellation or no-show charges follow the hotel’s booking terms.

Your card details are submitted through an encrypted connection when you complete your hotel booking.

Credit card details will not be saved. Therefore, you will have to enter your credit card details to each booking, on the last step of the booking process.

Your stay is payable directly to the hotel at check-out, unless your rate requires a deposit or prepayment. PrivateUpgrades does not charge your card for the hotel stay.

You can use a different card if accepted under the hotel’s payment policy. Any required deposit is charged to the credit card used to guarantee your booking.

Review the payment terms in your booking confirmation. If the charge remains unclear, contact the hotel or supplier that charged your card. Our Travel Designers can help with questions about your booking.

Sign in and open My Bookings to view your stay details and booking confirmation. You can update your personal preferences under Stay Preferences.

You can cancel your booking through My Bookings, subject to the hotel’s cancellation terms.

Changes require cancellation and a new booking. Our Travel Designers can coordinate your revised stay directly with the hotel. Before cancelling your existing booking, check whether it is refundable.

Yes. Your benefits are agreed with the hotel and included in your booking details. If an included benefit is missing, speak with the hotel team first. If the issue remains unresolved, contact our Travel Designers during your stay.

For hotel services such as housekeeping or maintenance, contact the hotel team. If a problem with your booked room or included benefits remains unresolved, contact our Travel Designers while you are still at the hotel.

Compare your bill with your booking confirmation in the same currency, checking extras, hotel credits and local charges. Ask the hotel to clarify any differences before you leave. Currency conversion and card fees may affect the amount in your home currency.

Yes. Our Travel Designers can help you choose the right hotel and arrange your booking by phone.

Contact our team with a brief description of the issue. Our Travel Designers can help you complete your booking by phone.