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If you need help with your hotel reservation

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1 (800) 780-5733

For everything else, use the form below to get in touch with us!

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Need to talk to someone?

1 (800) 780-5733
Call us literally anytime

If you are experiencing a problem with your hotel, or you need any help at all relating to making a reservation, cancelations, or refunds, give us a call.

We have agents standing by around the clock to help you.

Need to talk to someone?

1 (800) 780-5733
Call us literally anytime

If you are experiencing a problem with your hotel, or you need any help at all relating to making a reservation, cancelations, or refunds, give us a call.

We have agents standing by around the clock to help you.

Your question may also be answered here:

Each hotel has its own change and cancellation policy which we are required to pass on. We provide the policy for each hotel in several places throughout the site. The easiest way to find it is on the “Description” tabs of the individual hotel, after entering your travel dates. You can also find the change and cancellation policy while making your reservation and in your email confirmation.

In order to offer the most competitive rates, some bookings have non-refundable terms so they are not eligible for a refund once purchased.  The one exception is if you have purchased a travel insurance policy for your booking and the reason for your change is covered under that policy.

Please note that non-refundable reservations cannot be changed or modified; please check your reservation policy before making a change.

If you need to make a change after you’ve booked a reservation, you can view your hotel’s change and cancellation policy in your confirmation email.

To cancel a hotel reservation, either visit the trip page through your Travelog and click the Manage Reservation button, or use the hotel look-up form linked in your confirmation email. When you have successfully cancelled your reservation, a confirmation will be emailed to you.

We will process your refund immediately after you cancel, and you should see a credit on your billing statement within 30 days or less of cancelling your booking, or on your next billing cycle. If you do not see the credit after 30 days, call our customer service team.

We take the security and protection of your credit card information very seriously, and have installed the best security certificate we could get. In fact, everything you do on our site is secured – even exploring the Atlas.

If you suspect that an unauthorized transaction on your credit or debit card came through one of our hotels you should contact your card-issuing bank or credit card company immediately to review the transaction.

It is up to each specific hotel to tell us what credit cards they accept. Generally the list includes MasterCard, Visa, American Express, Diners Club and Discover credit cards, as well as Visa Electron.

For certain hotels you will be charged at the time of booking. For other reservations, you will be expected to pay the hotel directly at the time of your stay. Please check on the booking details page or your confirmation email.

Absolutely. Just give us a call anytime at 1 (800) 780-5733 and an agent will be happy to assist you. Make sure to use the following code to be sure we can link your account to your hotel reservation:


Hotel Address and Phone Number: After you have completed your booking, you will receive a confirmation email that provides the hotel’s address. You will need to look up the hotel phone number. Please be aware that in some cases, the phone number provided will route to a general information number for the hotel chain. We recommend you use the local hotel number to ensure you are speaking directly to someone at the hotel property.

Hotel directions: If you access your itinerary online, locate and use the link to map/directions to the hotel. You may also want to view Google Maps for more detailed directions. If you are not sure how to get to your hotel, it’s always best to call the hotel directly.

After you have made your booking, we will send you a confirmation email, which also serves as your receipt. Upon check-out, you will receive a receipt from the hotel detailing any additional charges you might have incurred throughout your stay.

Generally, confirmations are sent within 15 minutes of booking, although sometimes it can take a few hours to receive the confirmation email. You may need to add alocato.com to your “allowed” senders list to receive confirmation emails and information regarding future bookings.

If you don’t hear anything within 24 hours, give us a call at 1 (800) 780-5733

There are several reasons why this could happen:

  • If we don’t have rooms available for the dates you want, the hotel may not show up in your search. You may want to try your search again with different dates.
  • If you use the filters on the Stay tab to narrow your preferences, it’s possible that you have filtered that hotel out of the listing.
  • Or you could be searching for a hotel for which we do not have negotiated rates.

If you do not cancel your reservation within the specified cancellation period for the particular hotel that you booked, you may still be subject to change and cancellation fees that some hotels impose and require us to pass on. Cancellation policies do vary by hotel, so please carefully check your confirmation email for details related to cancelling or changing your reservation.

Pet policies vary by hotel. If the hotel you are seeking to book shows as “Pets Considered,” please contact us for further assistance.

Give us a call at 1 (800) 780-5733 and we’ll be happy to help!

Bugs are the worst

They're pretty much our biggest enemies. The list goes 1. Bugs, 2. Nazis, 3. That last little bit of soap at the end of the bottle.

If you found a bug, we're really sorry. But you can help us make sure no one else has the same problem by filling out this form.

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Durham, NC 27705

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