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FAQs

Find answers to your frequently asked questions

Hotel policies

  • How do I request an early check-in or late check-out with the hotel?

    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.

  • What is your policy regarding cancellations?

    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.

  • Will I be charged for extra guests occupying my room?

    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.

  • Is there a minimum age requirement to reserve a hotel room?

    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.

  • Why does Radisson Hotels pre-authorize my credit card?

    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 Radisson 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 Radisson 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.

  • Can Radisson Hotels supply a cot or crib for my room when I travel with children?

    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.

  • Who can I call if I want to speak to someone when visiting a Radisson Hotel Group brand website?

    For any queries regarding brand content, please get in touch with the appropriate regional office.

Account and support

  • How do I update my guest information online?

    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.

  • Where can I find maps and directions to my hotel?

    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.

  • Where can I find more about Voucher codes?

    Voucher codes, formerly known as e-Certs (electronic certificates), are limited time, virtual discounts and special offers that can only be used when booking with Radisson Hotel Group properties. More information can be found in our FAQ section on Voucher codes.

  • Who can I call if I want to speak to someone when visiting a Radisson Hotel Group brand website?

    Contact details for all countries can be found here.

  • What's the best way to find the information I need?

    Find all the guidance you need regarding a hotel on the respective hotel’s web page. Navigate through the tabs (Overview, Rooms, Meetings & Events, Nearby Attractions, Contact, Reviews) to find the relevant information.

Making a reservation

  • I'm having trouble making an online reservation. Is there a toll-free number I can call for help?

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

  • Can I reserve more than one room at a time when I book online?

    Yes, you can book up to nine rooms at a time. Please see the list of toll-free numbers to contact in your country if you wish to order ten or more rooms.

  • Am I required to enter my credit card number online to book a reservation? Is your reservation process secure?

    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.

  • Do I need an account to make a reservation online? How long does it take to get an account?

    You will need to create an account as part of the online reservation process. It only takes a few minutes to set up your account using an email address and password. Once done, you can personalize your “My account” page with your favorite hotels and view transaction and reservation information.

  • How do I indicate a special request with my reservation?

    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.

Changing your travel plans

  • Can I cancel or change a reservation once it has been made?

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

  • How do I cancel or change a reservation online? Will I have access to reservations made through the 800 number?

    You may modify or cancel a reservation online. Because all Radisson 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 reservations’ 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 Radisson Hotels guest account.

  • What happens if my plans change and I forget to change or cancel my reservation?

    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.

  • What if I arrive earlier or plan to leave later than I originally expected? Can I request an early check-in or 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 Radisson 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 Radisson Hotel Group hotels can be found on your confirmation email or on the hotel’s “Contact” page.

  • I have a Voucher code. Can I change my reservation?

    Yes, you can change the reservation so long as the new, adjusted reservation meets the Voucher code requirements and the changes are made before the original check-in date. Please note, however, that this only applies to reservations that did not require any pre-payment at the time of booking (e.g. advance purchase rate, deposit) and there were no change/cancellation fees due when you made the changes.

New Radisson Rewards program

  • Want to know more about Radisson Rewards?

    Check out our FAQ section on everything our program has to offer

General information

  • What are Voucher codes (e-Certs)?

    Voucher codes, formerly know as e-Certs (electronic certificates), are limited time, virtual discounts and special offers that can only be used when booking with Radisson Collection, Radisson, Radisson Blu, Radisson RED, Park Plaza, Park Inn by Radisson and Country Inn & Suites by Radisson using your personal Voucher code.

  • I have an electronic gift card that can be used at a Radisson Blu and Park Inn by Radisson hotel in Europe and the Middle East. Is a Voucher code the same as my e-gift card?

    No, a Voucher code or e-Cert is not the same as an e-gift card. Voucher codes (e-Certs) cannot be purchased, while the e-gift cards are pre-paid gift cards that can be purchased online and at participating hotels.

Account and support

  • I’ve lost my Voucher code or e-Cert number. How can I find it?

    If you are a Radisson Rewards member, you may sign in to your account and view a list of your open Voucher codes (e-Certs). If you are not a Radisson Rewards member, or if the Voucher code (e-Cert) was not associated with your Radisson Rewards account, you will need to refer to the email you received to find your number. If you no longer have your email, the Voucher code (e-Cert) is considered lost and is not replaceable.

  • I signed in to my Radisson Rewards account to view my Voucher codes and they weren’t listed. Where can I find them?

    Expired Voucher codes, formerly known as e-Certs, are not listed so it is possible that your Voucher code is no longer available for use. To verify if the Voucher code is still available for use, you can access the details using the lookup feature on this page or by linking to the offer from the email you receive. Most Voucher codes should be associated with your Radisson Rewards account, however, if you have one that isn't listed but is still available, you can still redeem it by entering the Voucher code during the booking process.

  • My Voucher code is open and available for use, but it is not being applied when I try to use it. What should I do?

    Please review the terms and conditions of your Voucher code (e-Cert) offer to confirm the reservation you are attempting to book meets the offer requirements. Participating hotels, booking dates, stay dates, and applicable rates can vary by Voucher code. If you continue to have problems using the code, please contact Member Services for assistance.

  • I forgot to use my Voucher code when I booked my reservation. Can I still use it?

    Yes, the Voucher code can be applied to your reservation if the adjustment is made prior to hotel check-in on the website or at www.radissonhotels.com/en-us/rewards. Please note that this does not apply if the original reservation required any pre-payment at the time of booking (e.g., advance purchase rate, deposit).

  • Can I change a Voucher code reservation after booking?

    Yes, you can change the reservation as long as the new, adjusted reservation meets the Voucher code (e-Cert) requirements and the changes are made before the original check-in date. Please note, however, that this only applies to reservations that did not require any pre-payment at the time of booking (e.g., advance purchase rate, deposit) and there were no change/cancellation fees due when you made the changes.

  • Can I cancel my Voucher code (e-Cert) reservation and use the Voucher code for a different reservation?

    Yes, if you cancel the reservation before check-in at the hotel, the Voucher code will be re-opened as long as the offer has not expired. Please note, however, that this only applies to reservations that did not require any pre-payment at the time of booking (e.g., advance purchase rate, deposit) and there were no cancellation fees due upon cancellation.

  • I am trying to use my Voucher code and the website says it’s already used. What should I do?

    If you have typed the code, please verify you have entered it correctly. If that does not help or if you have used a link to access the website, Radisson Rewards members can sign in to their account to view a list of available Voucher codes and reservations. If you are not a member or have questions, you may contact Member Services for further assistance.

  • My Voucher code allows me to book more than one room, but I want to book them on separate reservations. Can I do this?

    No, to apply the Voucher code discount to multiple rooms, one reservation must be booked. Voucher codes are closed upon reservation confirmation and cannot be used multiple times.

  • I have multiple Voucher codes, can I use them all for one reservation?

    No, only one Voucher code is allowed per reservation.

  • Can I use my Voucher code to book a hotel stay for someone else?

    Generally, no. Most Voucher codes are not transferable but could vary by offer. Please review the Voucher code offer terms and conditions for that specific code to confirm if you are able to use it for someone else.

  • How do I submit a claim if I see a lower rate on another website?

    Within 24 hours of making your reservation on Radissonhotels.com, visit the Contact us section of Radissonhotels.com and select “Online” contact method and “BORG claim” for topic.

  • What do I need to submit a claim?

    You will need the information related to your Radissonhotels.com reservation as well as the specific information related to the lower rate you found (rate, website address, date found).

  • Is there a time window that I need to submit a claim for the Best Rates Guarantee?

    Yes. You must submit a claim within 24 hours of the original booking, and at least 48 hours prior to midnight local time of your arrival date at the hotel.

  • How are claims for the Best Rate Guarantee verified?

    When you submit a completed claim, we will independently validate the availability of the lower rate and verify that the rate meets the terms of the Best Rate Guarantee. The rate must still be available to the general public and bookable in the local currency of the hotel. If the lower rate is no longer available, the guarantee will not apply.

  • If my claim is approved, how is the lower room rate applied?

    If you have not prepaid the full amount of you stay, the room rate will be adjusted on your reservation to reflect the lower rate, including an additional 25% discount. If you have prepaid the full amount of your stay on Radissonhotels.com, the hotel will refund the full amount charged to your credit card for the original rate booked and then charge the full amount of your stay based on the lower room rate, with the 25% discount applied, to that same card.

  • Do I have to present anything to the hotel upon check-in?

    Please present your reservation confirmation number at the time of check-in. If Customer Care provides you with a new confirmation number after validating your claim, that new number must be provided.

  • Does the Best Rate Guarantee apply to rates found on any website?

    We guarantee only bookings made on our multi-brand website Radissonhotels.com.

General information

  • What is a gift card?

    The Radisson Hotels gift card is a prepaid gift card available in euro (EUR) or pound sterling (GBP). The gift card can be used to pay hotel charges (any eligible service managed or operated by a participating hotel including applicable taxes) at nearly 300 Radisson Collection, Radisson Blu, Park Inn by Radisson, and Park Plaza hotels in participating countries.

  • What kind of gift cards are offered?

    There are different types of gift cards: 

    • A physical gift card that was sold at the hotel or online.
    • A personalized gift card purchased online.
    • An e-gift card, which is an electronic gift card, sent by email.
    • B2B gift cards.

  • Who can I contact to get customer support for my gift card purchase?

    Gift Card Support Center: giftcards@radissonhotels.com

  • Where can I buy a gift card?

    Gift cards are no longer available for purchase as of May 1, 2020. However, valid gift cards can still be redeemed at our participating hotels until April 30, 2022. After this date, all cards will be expired and can no longer be redeemed.

  • In which countries can I redeem the gift card?

    Gift Cards can be redeemed at our participating hotels in Austria, Bahrain, Belgium, Croatia, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Kuwait, Latvia, Lebanon, Libya, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Oman, Poland, Portugal, Qatar, Romania, Saudi Arabia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom, United Arab Emirates.

    View the list of participating hotels.

  • I want to cancel my purchase. Is it possible?

    If you purchased online, it is possible to cancel your purchase up to 14 days after the purchase, provided that the gift card has not been used. You will need to contact the Gift Card Support Center at giftcards@radissonhotels.com. We will block the gift card in the system and will refund you on the credit card used for payment.