Frequently Asked Questions
Find All the Answers to Your CitySampler Questions
Our booking engine will show you every room type available, and many hotels will only show "Standard" rooms. This means the exact room type and assignment is “Run-of-House”… assigned by the hotel at check-in. You can be assured that if you book a room for 4 people, your room will include sleeping accommodations for 4, but we cannot guarantee a specific room-type, floor or view.
You award will cover all room costs and occupancy taxes. It does not include incidental expenses such as phone calls, parking fees, meals, internet service, in-room movies or miscellaneous charges billed to your room for personal services. Some hotels charge a mandatory Amenities or Resort Fee that often covers things like internet service, newspapers and health club access. You will have to pay these fees directly to the hotel, and we will try to advise you at the time of booking if there are any fees you will be required to pay.
If your award begins with "19-", it expires on February 28, 2021 and no extensions are permitted. Your arrival date must be on or before February 25th, 2021 for BASE and UPGRADE awards... February 24th, 2021 for UPGRADE PLUS awards (assuming you want to stay all the nights you are entitled to).
There is a small list of cities that are not eligible for travel using your CitySampler award, including: Honolulu HI, Naples & Ft. Myers FL, Aspen & Teluride CO, Key West FL, Hilton Head SC. Generally, "resort" destinations and small towns with less than 15 hotels are not eligible. Go to Excluded Destinations for the list, which may change from time-to-time.
No. Only one reservation can be made per award, regardless of how many nights you will be staying, and those nights must all be contiguous.
On New Years Eve each year, many hotels do not offer rooms to our program for that night. New Years Eve (December 31st) is the only blackout date for the program each year.
Booking two rooms at the same hotel for the same dates should not be a problem, but can't be booked online. Just call us at 800-790-8520 for assistance. Adjoining rooms can't be guaranteed. You'll have to ask at the Front Desk about these arrangements when you check in. Most hotels are very accommodating in their room assignments.
Once booked, your reservations are final and cannot be changed or cancelled without losing your award, your Reservations Deposit, and any Hotel Upgrade fees.
NO! All bookings must be placed by CitySampler staff through our booking engine and our authorized wholesalers. This allows us to issue you a pre-paid voucher for your stay. You cannot ... and we cannot... book your trip directly with any hotel. If you book a hotel directly, you may be liable for all costs incurred including room and taxes.
We work with several wholesalers which affords the widest possible selection of inventory in every city. Some hotels do not allow wholesalers to distribute their room inventory, and we cannot book directly with any hotel. We’ll do our best to find you an alternative to meet your needs.
Yes. The CitySampler makes a great gift and you’re welcome to transfer it to another person if you’ve already registered the award. Or just give them the Award Certificate before it’s registered and they can treat it as their own. Awards can only be transferred once, and transfers are not allowed within 30 days of the awards expiration.
Yes, you can book extra nights, if available. The price will depend on the destination, dates and hotel you book. You will see all of the available options when you log into your account and search online. Use the "Number of Nights" drop-down to specify the length of your trip.
Yes. The hotels we offer at each award level are very good, but if you'd like to upgrade your experience, just search online and select one of the hotels in the Hotel Upgrade category (with the yellow background). To see the cost of the upgrade, you must "SELECT" that hotel. All available room types and the upgrade cost will be seen. The amount shown is for the entire length of your stay, not per night.
Only the $149 refundable Reservations Deposit. This must be paid at the time you book. It's fully refundable. You will receive your Reservations Deposit refund by the 15th of the month following the last day of your check-out month. Refunds are made by check... not credited back to the card you used to pay the Deposit. If you upgrade hotel star levels and/or the number of nights, there will be an extra charge which you pay for at the time of the booking.
Usually by the 15th of the month following your check-out month. For example, if your check-out date is February 17th, your Reservation Deposit refund will be sent around March 10th by regular mail. We DO NOT refund your Reservations Deposit to a credit card.
Many of the 4- and 5-star hotels we feature in the program do not offer "family-style" rooms with 2 beds. Most of these upscale hotels have rooms with king-sized beds and do not offer roll-aways. If you need to travel with 4 people on your Upgrade + or Executive award, we can certainly find a great hotel that will work, but it may not be a 4- or 5-star hotel.
The BASE and UPGRADE awards are designed for 4 people. Unless the 5th person is a really young child, this could be a problem. Hotels with rooms that accommodate 5 are very hard to arrange. We cannot guarantee that any hotel we book for you on this program will offer roll-aways to accommodate a fifth guest of any age.
In most cases, no. Many modern hotel rooms offer coffee makers, mini-refrigerators and microwaves, but no cooktops or oven. And a lot of hotels have laundry facilities you can use for a fee.
Absolutely. If rooms are available, we can book your trip for any day of arrival.
Our online booking engine allows you to book up to seven days in advance, but your hotel choices will be very limited. Many hotels withdraw their inventory from our program as arrival dates get closer.
Yes. There is no penalty if you decide to leave in advance of your scheduled check-out date. If you're on your trip and decide to leave early, just notify the Front Desk the night before. And be sure to ask for a copy of your bill when you leave.
Not at this time. The CitySampler award is for hotels in the continental USA.
BE CAREFUL! If you do not show up on the scheduled date of your reservation, the hotel has the right to cancel your booking and you may have no accommodations for arrival the next day. Please advise the hotel directly if you are delayed, and let the CitySampler Reservations Dept. know as soon as you can.
Generally, yes, but you'll have to provide your Frequent Traveler information to the hotel when you check in. There are a few hotel Frequent Guest programs that will not honor your points unless booked directly through the hotel chain, which is not possible on this program.