Frequently Asked Questions

Find All the Answers to Your CitySampler Questions

WHAT KIND OF ROOM WILL I GET WITH MY AWARD?

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.

WHAT’S INCLUDED WITH MY AWARD? WHAT’S NOT INCLUDED?

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.

WHEN DOES MY AWARD EXPIRE?

If your award begins with "15-", it expires on December 30th, 2016 and no extensions are permitted. Your arrival date must be on or before December 28th, 2016 for BASE and UPGRADE awards... December 27th, 2015 for UPGRADE PLUS awards (assuming you want to stay all the nights you are entitled to).  2016 awards (beginning with "16-") expire December 30,2017.

WHICH CITIES ARE NOT INCLUDED IN THE CITYSAMPLER PROGRAM?

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.  Go to Excluded Destinations for the list.

CAN I USE MY 3-NIGHT AWARD TO BOOK TWO NIGHTS IN ONE CITY AND THEN A SINGLE NIGHT IN A DIFFERENT CITY?

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.

ARE THERE ANY BLACK-OUT DATES?

Yes, December 31st 2016. That's New Years Eve and many hotels do not offer rooms to our program for that night.

WE HAVE 2 AWARDS... CAN WE BOOK 2 CONNECTING ROOMS?

We can't arrange that for you and many hotels are not designed with adjoining rooms. 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.

WHAT IF SOMETHING UNEXPECTED COMES UP? CAN I CHANGE MY RESERVATION?

Once booked, your reservations are final and cannot be changed or cancelled without losing your award, your Reservations Deposit, and any Hotel Upgrade fees.

CAN I BOOK A HOTEL ON MY OWN AND JUST USE THE CITYSAMPLER CERTIFICATE TO PAY FOR IT?

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 and make sure your trip is covered by insurance. 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.

WHAT IF THE HOTEL I WANT TO STAY AT IS NOT OFFERED BY YOUR PROGRAM?

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.

CAN I TRANSFER MY AWARD TO SOMEONE ELSE?

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.  Transfer are not allowed within 7 days of the awards expiration.

CAN I PURCHASE EXTRA NIGHTS FOR A LONGER STAY THAN MY AWARD ALLOWS? IF SO, AT WHAT COST?

Yes, we can book extra nights, if available. The price will depend on the destination, dates and hotel we book. We’re happy to quote you the best possible price from our wholesale suppliers.

CAN I UPGRADE MY STAY TO A BETTER HOTEL?

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).

WILL IT COST ANYTHING TO BOOK MY TRIP?

Only the $149 refundable Reservations Deposit. This must be paid at the time you book.  It's fully refundable.

WHEN WILL I GET MY RESERVATIONS DEPOSIT BACK?

Usually by the 10th 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 5th by regular mail.  We DO NOT refund your Reservations Deposit to a credit card.

WHY IS THE UPGRADE + AWARD VALID FOR ONLY TWO TRAVELERS?

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 Plus award, we can certainly find a great hotel that will work, but it may not be a 4- or 5-star hotel.

WHAT IF WE NEED A ROOM FOR 5 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.

WILL THE HOTEL ROOM HAVE ANY TYPE OF COOKING OR LAUNDRY FACILITY?

In most cases, no. Many modern hotel rooms offer coffee makers and mini-refrigerators, but no cooktops or oven. And a lot of hotels have communal laundry facilities you can use for a fee.

CAN WE ARRIVE ON ANY DAY OF THE WEEK?

Absolutely. If rooms are available, we can book your trip for any day of arrival.

CAN I BOOK A HOTEL STAY WITH MY CITYSAMPLER AWARD AT THE LAST MINUTE?

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 as arrival dates get closer.

CAN I CHECK OUT ANY EARLIER THAN ORIGINALLY SCHEDULED?

Yes. There is no penalty if you decide to leave in advance of your scheduled check-out date. If you know before you leave on your trip that you will be checking out early, please call us as soon as you can. If you're on your trip and decide to leave early, just notify the Front Desk the night before.

DO YOU HAVE HOTELS IN LONDON, PARIS OR OTHER INTERNATIONAL CITIES?

Not at this time. The CitySampler award is for hotels in the continental USA.

WHAT HAPPENS IF I CAN'T CHECK IN ON THE DATE OF MY CONFIRMATION?

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 on the day after. Please advise the hotel directly if you are delayed, and let the CitySampler Reservations Dept. know as soon as you can.

CAN I GET MY FREQUENT GUEST POINTS IF I BOOK MY STAY THROUGH THIS PROGRAM?

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 does not apply to this program.