Frequently Asked Questions


Changes and Cancellations





Can I book a room over the phone?

Yes, you can book any of our rooms by calling the property directly. Get information and advice on where to stay

  • Make a room reservation
  • Change or cancel your reservation
  • Get information about an existing reservation

Can I indicate special room requests or preferences, such as connecting rooms, bed type, smoking type, or early check-in?

Amenities and room features are listed on the properties details view. Apply filter to make sure you only view hotels with certain prefered features and amenities. For additional special room preferences, it's best to book by phone.

Can I reserve more than one room at a time?

Yes. You can book up to eight rooms in a single transaction.

How do I book a hotel room that meets my accessibility needs?

Please refer to the Property description for specific needs or alternatively contact the property

We cannot guarantee that a room with your requested options will be available.

How do I know my reservation is confirmed?

Confirmation will appear in your profiles view for reservations in the app after you've completed your booking.

How do I make a reservation for someone else?

You can easily make the reservation for them - just enter the name of the guest checking in to stay and a phone number for the guest while traveling.

I know where I want to stay, but the search results do not show the hotel I want. Why can't I find it?

There are several reasons why this could happen:

  • If we don't have rooms available for the dates you want, the hotel may not show up in your search. You may want to try your search again with different dates.
  • If you use the filters in the search results to narrow your preferences, it's possible that you have filtered that hotel out of the listing.
  • Or you could be searching for a hotel for which this app does not list.

The best way to find a specific hotel is to filter by hotel name after performing a search in your desired location.

I want to bring my pet. Is that allowed?

Pet policies vary. If the room you are seeking to book shows as "Pets Considered," please contact them on the phone for further assistance.

I'm having trouble booking in the app. What do I do?

Please contact us via the contact our details.

What should I do if I didn't receive a confirmation after making my reservation?

Generally, confirmations of booking will appear in your user profile within minutes, although sometimes it can take a bit longer.

What should I do if I have a question about a past reservation?

Please go to your user profile in the app and use the contact information shown in the reservations view.

Changes and Cancellations

How do I cancel a room reservation online?

You may cancel your reservation by calling or sending an email to the property.

Find the reservation you would like to cancel and reservation number. You will be required to provide the reservation number in oder to make a cancellation.

How do I modify my room reservation?

The best way to modify your reservation is to call the property on the phone nummer found in the reservations details. Representatives will help you find alternative room types, dates, or accommodations to ensure your stay will match your updated needs.

I cancelled my reservation. When will I be credited?

Your refund should be processed immediately after you cancel, and you should see a credit on your billing statement within 30 days or less of canceling your booking, or on your next billing cycle. If you do not see the credit after 30 days, call the accommodation on the number in your confirmation details.

If I change a reservation, will I still get the same rate?

Rates and availability are subject to change, so it is possible that the rate will be different from your original reservation.

What is your cancellation policy?

There are diffrent change and cancellation policies of which knewh is required to pass on to the guest. knewh provides the policy for each property in several places throughout the app. The easiest way to find it is on the "Description" tabs of the individual property, after entering your travel dates. You can also find the change and cancellation policy while making your reservation and in your confirmation details.

In order to offer the most competitive rates, some bookings are non-refundable. If you have booked a non-refundable rate, then you will not be eligible for a refund in the event of cancellation. If there are special circumstances, please refer to your travel insurance policy,

If you need to make a change after completing a reservation, you can find the change and cancellation policy in the reservations view under the apps user profile, even if your device is offline.

Will I be charged a night's stay if I miss my reservation or arrive late?

You may be charged a penalty fee by the hotel, depending on the cancellation policy for the booking. We recommend that you check the hotel's cancellation and late arrival policy. Please note: If you fail to notify the hotel about a late arrival, your reservation may be cancelled.


How do I find the change and cancellation policy after I have made a reservation?

The easiest way to find the change and cancellation policy for the room you've reserved is to consult profile in the app. After locating your reservation, you can find the policy regarding the specific booking.


How do I get a receipt for my room reservation?

After you have made your booking, you'll see a confirmation in your user profile in the app, which also serves as your receipt. Upon check-out, you will receive a receipt from the property detailing any additional charges you might have incurred throughout your stay.

Is my credit card information secure?

knewh uses industry-standard encryption to protect the personal information. If you suspect that an unauthorized transaction on your credit or debit card came through us you should contact your card-issuing bank or credit card company immediately to review the transaction.

What credit and debit cards do you accept?

MasterCard, Visa, American Express, Diners Club and Discover credit cards and many more are accepted for payment.

When will I be charged for my room reservation?

For certain reservations you will be charged at the time of booking. For others, you will be expected to pay the property directly at the time of your stay. Please check on the reservations page and your confirmation details.

Will my credit card be charged if I forget to cancel and don't stay in the room I reserved?

If you do not cancel your reservation within the specified cancellation period for the particular room that you booked, you may still be subject to change and cancellation fees that can be imposed by the property. Cancellation policies do vary by offer, so please carefully check your confirmation details related to canceling or changing your reservation.


What documents do I need to go through airport security?

Please refer to the official Government Site for individual Country requirements.

Generally, to proceed through airport security to the departure gate, you must present two documents:

  1. A valid government-issued photo ID, such as a driver's license or passport. The ID must show your name, date of birth, gender, expiration date and a tamper-resistant feature.
  2. An airline-issued boarding pass for the current date. Boarding passes are issued at the airline's ticket counter at the airport, curb-side check-in, the airline's self-service ticket kiosk, or online from the airline's Web site.

ESTA regulations for USA Travel

The USA has implemented the new Electronic System for Travel Authorization (ESTA) for all passengers to the USA who are travelling under the Visa Waiver Program (VWP) (ie can enter America without a visa). This includes all passengers in transit who are using the VWP to change planes in the USA en route to another country.

All passengers to the USA will still be required to submit APIS information

Authorisation is normally immediate, but can take up to 72 hours. All passengers must have their own ESTA approval - this includes accompanied and unaccompanied children, regardless of age.

Due to the above potential delay in authorisation, the US Department of Homeland Security insists that travellers submit ESTA registrations at least 72 hours before their US-bound flights are scheduled to depart.

Other travellers:

If you need a visa to enter or transit through the USA, you don't need to apply for an ESTA.

Covid 19

Due to public health concerns in the Covid 19 outbreak, we recommend you review your government’s travel advice before booking and travelling.

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