How can guests reach your hotel's customer service by phone?

For immediate assistance, call +1-555-0100. This line is open around the clock, every day of the year. When you call, you’ll hear a short menu that lets you choose the right department - reservations, billing, front desk, or housekeeping. Save the number in your phone so you’re always one tap away.

Outside of a phone call, we offer several other ways to get help:

• Website chat – The widget at the bottom-right of any page starts a grounded conversation that knows our hotel’s policies, room types, and local info.
• Chat-to-phone – While chatting, you can tap a quick-action button (powered by custom-actions) to request an immediate callback. Enter your number and an agent rings you back, often in seconds.
• Live agent takeover – If the AI assistant can’t resolve your issue, a human team member steps into the same chat thread through our shared inbox, so you never repeat yourself.

These options are designed to let you get help however feels most comfortable, without waiting on hold if you don’t want to.

The chat experience runs on Chatref, a platform that makes every answer come from our real hotel content - no guessing. Here’s what happens when you use it:

1. You type a question – e.g., “What’s the late check-out fee?” or “I need to reach someone by phone.”
2. The AI replies instantly with a factual, grounded answer pulled from our property database.
3. If you need a person, the chat offers a “Call me now” button (a custom-action). Just tap it, drop in your number, and a front-desk agent calls you.
4. For anything ongoing, an agent can join the chat live via shared inbox and handle your request without losing context.

That means many questions get solved in the chat itself, and when you do need a phone conversation, the connection happens on your terms.

Calls are answered 24/7, but mid-morning (9 a.m.–11 a.m.) and early evening (5 p.m.–7 p.m.) tend to have the shortest hold times. If you’re calling about an existing reservation, have your confirmation number ready - it speeds things up. For non-urgent matters, sending us a message through the chat widget often gets a faster resolution than a call wait.

What are the best times to call hotel support?
Mid-morning (9 a.m.–11 a.m.) and early evening (5 p.m.–7 p.m.) local time typically see the shortest hold times. Calls are answered 24/7, so if you reach us during a peak period, you may wait a few extra minutes but will always get a person.

How do I get a refund from my hotel stay?
For refunds, start by calling the main customer service number or opening a chat. Provide your booking details and the reason. Our team reviews your request against the cancellation policy that applied at the time of booking. If you booked through a third party, we’ll guide you on the next steps, which may involve contacting them directly. The process is faster when you use the chat widget - an agent can pull up your reservation immediately.

Is there a dedicated line for urgent issues?
Yes, the same +1-555-0100 number handles urgent matters. When you call, press the option for “front desk” or say “urgent” to the voice prompt, and you’ll be prioritized. If you’re already on property, dial “0” from any hotel phone. Urgent situations like safety concerns, medical needs, or lockouts are always escalated immediately.