Early check-in / late check-out 

Since hotel policies regarding early check-in (generally before 2:00 pm) or late checkout (generally after 12:00 pm) vary by location and by hotel, please call the hotel directly prior to your arrival to make any necessary arrangements. Direct hotel phone numbers can be found on your confirmation email or on the hotel information page.

Cancellation Policy 

If your travel plans change, you can cancel or modify your reservation in accordance with the hotel's cancellation policy as stated during the reservation process.

Extra Guests

Hotel room rates vary by date and by the number of adults occupying a single room. To accommodate more guests, you need to change your reservation. You will be notified of any additional charges prior to confirming your updated reservation.

Minimum Age 

Although individual hotel policies may vary, most hotels have a minimum age requirement of 21 years old. Please call the hotel directly prior to your arrival to make any necessary arrangements. Direct hotel phone numbers can be found in your confirmation email or on the respective hotel information page.

Pre-Authorizations 

Pre-authorization of your credit card is technically a "hold" on your credit card credit line from a purchase placed there by a merchant (such as any Urban Hotel Group hotel) who has initiated a charge, but not completely processed it. When the merchant finalizes the transaction process, the pre-authorization amount will be replaced by an actual charge to your card. Important points: Participating URBAN Hotel Group hotels only accept credit cards for pre-authorization. We swipe your credit card at check-in to ensure that sufficient funds are available to settle your final bill –- and we hold this amount throughout your stay. The amount we check for will depend on the length of your stay and which hotel you are residing at. The member of staff checking you in will explain this process clearly. No money is taken from your credit card, however, it will show as a pending transaction. The authorization of your card will last the length of your stay and it will take up to five days after your departure to be released. You can use a different card to pay your final bill. If you have any questions about pre-authorization, please inquire at the check-in area.

Cribs and Cots 

We'll do everything possible to accommodate your request. Please note all special requests in the “Add comment” area when making a reservation on our website.

Guest Information 

After you sign in, select “My account” and go to “My profile” to view your account information. To update your address, email address, and preferences, select the “Request Changes” button. You will be sent an email that contains a link to complete your updates.

Maps and Directions 

When on a hotel’s overview page, click on to the “Contact” tab. Here, you’ll find contact details for the hotel. Scroll down further to the section on how to get to the hotel. This will include directions from major transport hubs and an interactive map helping you find the hotel from your chosen location, via car, public transport or on foot.

Toll-free Contact 

In case any issues arise during the reservation process, please call the regional help desk.

Credit Card Information 

Yes. A credit card number is required to book a reservation online for those hotels that accept credit cards. For your security, any personal information such as your credit card number or phone number will be encrypted before being transmitted over the internet.

Special Requests

Please note all preferences and requests in the “Add comment” area when making a reservation. The hotel will do everything possible to accommodate your request.

Reservation Changes 

Yes. If your travel plans change, you can cancel or modify your reservation in accordance with The Urban Hotel Group cancellation policy as stated during the reservation process.

Changes Online

You may modify or cancel a reservation online. Because all URBAN Hotel Group brands are connected to our central reservation system, you will have access to all of your reservations as well as your account history. Select ‘My bookings’ from the menu at the top of the website and then ‘Find your reservations,’ putting your name and the confirmation number you received when making your booking. You will then be able to modify, upgrade, or cancel your booking. However, you must create a guest account, designating a guest name and password, to view your reservation. Your account history will be viewable online within 24 hours after establishing a URBAN Hotels guest account.

Failure To Cancel or Change Reservations

Unfortunately, if you fail to cancel your reservation, you will be charged a minimum of one night's room charge and tax, billed to the credit card supplied during the reservation process. Cancellation policies vary by hotel, so you may also have additional liabilities as agreed to during the reservation confirmation process. Cancellation policies are displayed during the reservation confirmation process and are also listed in the confirmation email you receive upon confirming your reservation.

Early Check-in/Late Check-out 

We'll do our best to accommodate your change in travel plans; however, policies regarding early check-in and late check-out vary by location and by hotel. Most URBAN Hotel Group hotels are prepared to accept guests at 2:00 p.m. or later and request checkout at 12 pm or earlier. Call the hotel directly prior to your arrival to request early check-in or late check-out. Direct phone numbers for all URBAN Hotel Group hotels can be found on your confirmation email or on the hotel’s “Contact” page