FedRooms Help Desk: How Can We Help You?

The FedRooms Help Desk is the first point of contact for questions about the FedRooms program and customer service issues. What can we do for travelers? The Help Desk is here to assist with:

1. The FedRooms.com booking tool: Should a traveler have any issues booking a FedRooms rate through our website, the Help Desk is a resource to resolve the concern for a smooth booking experience.
2. Resetting your password: Passwords can be difficult to remember. If you are having a hard time getting through to your FedRooms.com profile, call us to help you re-set your password through your profile email address.
3. Customer service issue resolution: It is critical to the FedRooms program that travelers have positive experiences when staying at FedRooms accepted properties. In the event that traveler expectations are not met, we recommend that travelers work directly with the hotel while on-site to address and resolve their concerns. If the issue cannot be addressed or resolved while the traveler is at the property, the traveler should call our Help Desk after returning home. We will first attempt to reach out to the hotel to resolve the concern and if further action is needed, we will escalate to a National Account Manager or other FedRooms contact within the hotel organization. Depending on the severity of the issue, the property may be suspended or removed from the FedRooms program.

While we would love to assist with all travel needs, there are some booking issues that we are unable to resolve for travelers. We cannot cancel or make reservations for travelers. We also cannot access reservations made via another source such as a travel counselor, ETS2, DTS or call direct. If the traveler does not book a FedRooms rate, we are not always able to assist if there is an issue. Always consider the FedRooms rate first when booking your trip to make sure it is protected by our rate guarantee! 

The Help Desk is available to assist travelers from 7:00am to 4:00pm CST Monday through Friday either by email at hotels@Fedrooms.com or by phone 800-226-1741.

Summer Travel: REAL ID Act Updates

Planning to fly for summer travel this year? If so, take the time to make sure that your photo ID is compliant so that you can board the plane. The REAL ID Act, passed by Congress in 2005, establishes minimum security standards for license issuance and production and prohibits Federal agencies from accepting identification from states not meeting the Act’s minimum standards.  

See here for an updated map of compliant states along with those with current extensions granting the states time to meet the REAL ID requirements for driver’s licenses and identification cards. In the beginning of 2018, passengers with a driver’s license issued by a state that is still not compliant or with an extension, such as American Samoans, will need to show an alternative form of identification for domestic air travel. See here for FAQs and more information on if and when your state issued ID will fit the new compliance standards. 

FedRooms First: The Way Government Books

There is a reason why thousands of travelers book FedRooms every day. As the only government-wide hotel program that can be used by all federal and military travelers on official business, we have been able to save Federal agencies nearly $21.8 million in 2017 alone. In a hotel environment with increasingly restrictive cancellation fees, FedRooms rates remain steady with our rate guarantee and program standard:

• Rates are always at or below per diem with an average of $11.28 per room per night below per diem in 2017
• No hidden service or resort fees unless the traveler asks for and uses the service
• No early check-out fees
• No minimum stay requirements
• Complimentary guest room internet
• Cancellation policy of 4 p.m. day or arrival or later (domestic) and no more than 24 hours (international)

Recently, our team was able to assist a traveler who made a reservation via E2 Solutions in a non-FedRooms First environment. The first rate that displayed was a non-refundable government rate, which the traveler booked and purchased. When she later discovered that she needed to cancel her stay, the hotel notified the traveler that she did not book a refundable rate.

Our FedRooms team was able to contact the hotel and ask the reservation agent to change the booking to a FedRooms rate before cancelling, thus waiving the instant purchase penalty and saving the traveler $254. While we were happy to be able to assist this traveler, a positive outcome in this type of situation is not a guarantee. To ensure you book within policy and are not charged a cancellation fee, book the FedRooms rate through your approved booking channel or FedRooms.com when policy allows.

Going Green: The Importance of Sustainability

World Environment Day took place in the beginning of last month, representing the United Nations’ promotion of worldwide awareness and action for the environment. Over the years, it has grown to be one of the largest global platforms for public outreach, celebrated by millions of people in over 100 countries. In light of the focus on green initiatives, many members of the hospitality industry are taking steps to reduce their impact on the environment.

This year, Hilton Hotels will become the first major hotel chain to release science-based targets for reducing carbon emissions. The brand has delivered an aggressive program called 2030 Commitments to cut its environmental footprint in half and double its social impact investments by 2030. 

"For nearly 100 years, Hilton has been driven by our mission to have a positive impact on the communities surrounding our hotels," Hilton CEO Christopher Nassetta said in a press release. "In this Golden Age of Travel, we are taking a leadership role to ensure that the destinations where travelers work, relax, learn and explore are vibrant and resilient for generations of adventurers yet to come." Read more about the program here.

Sustainability is important to FedRooms and our partner hoteliers. Visit the Travel Page of FedRooms.com and scroll down to the “Go Green” section for a quick look at the FedRooms hotel programs that proudly participate in sustainable practices.

Lots of Loyalty Love: Drury and Extended Stay America

Drury Hotels 

The first Drury Hotel was opened more than 40 years ago in southern Missouri. The chain is 100% family owned and operated and now runs more than 150 hotels in 25 states. All guests at Drury Hotels will receive the amenities of a complimentary hot breakfast, evening drinks and snacks during the 5:30 Kickback, free soda and popcorn in the lobby and complimentary wi-fi. Drury Rewards members will also receive exclusive rate access and the ability to spend points on charitable contributions, airline miles, free nights and more. Sign up to join Drury Rewards today!

Extended Stay America

At Extended Stay America, guests find a friendly staff and the practical touches that make being away from home easier, whether they book a hotel by the day, week or month. Join the Extended Perk$ program today for 20% off one to six nights. Members will receive weekly discount offers on hotel stays, plus special promotions and savings for dining, rental cars, theme parks, on-line/retail shopping and more. The brand offers family-friendly (kids stay free!) and pet-friendly hotel suites in over 600 locations throughout the United States, with long-stay hotels in most major cities.