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Frequently Asked Questions

You can find the answers to the most frequently asked questions by Stay Express guests. If your question is not answered by these Q&A’s please contact us by email or call us at 1-844-Stay-Express

Q: Are the rates shown based on double occupancy?

A. You may select the number of occupants for your room before you finalize your reservation. After you select the number of occupants, the final rate for your reservation will be calculated.

Q: How long will it take to get a hotel's confirmation?

A. After you complete your reservation, you will receive an email confirmation immediately that you may print. If you do not receive a confirmation email, please check your spam folder. If a confirmation is not received within an hour, please contact us and we will email you a copy of your confirmation.

Q: What is the cancellation policy for hotel reservations?

A. Cancellation policies vary by region, season, and by property. This information should be listed on the property website or travel site you may be booking through. Standard cancellation allows free cancellations 24 hours before check-in, however, some properties could require a 48 or 72 hour notice of cancellation. Please contact the specific property with which you’ve made your reservation.

Q: What credit cards are accepted?

A. All major cards are accepted: American Express, Discover, Visa, Master Card, and Diner’s Club.

Q: Do I need to give my credit card to make an online reservation?

A. Yes. A valid credit card is required.

Q: What happens to my credit card information when I reserve online? Is it secure?

A. Our website is built with the latest technology and we are PCI Compliant so our customers have peace of mind when it comes to using their credit cards. We process all credit card transactions securely and transmit credit card data via high-level encryption only.

Q: How do I view or cancel a reservation online?

A. Click here to login and search for your online reservation, where you may view, modify or cancel a reservation.

Q: What if I want to reserve a group of rooms?

A. Only 4 rooms per night can be booked per reservation, so if you need more than 4 rooms per night then you can proceed with multiple reservations under the same name. If you need more than 10 rooms per night, please contact our group reservation department and one of our representatives will help you.

Q: If I change my reservations, will my rates change?

A. Since the industry is dynamic, rates are consistently changing. So if you change the dates of your reservations or if you change the room type of your reservations, it’s very likely that the rates & charges will change. You may call the specific property with which you made a reservation and request them to honor the same rate, however it can not be guaranteed.

Q: I need more than one room. Can I book two rooms with one reservation?

A. Yes. You can book up to 4 rooms per night per reservation.

Q: Are there standard check-in and checkout times?

A. 3:00 PM is the standard check-in time and 11:00 AM is the standard check-out time. But you can contact the specific property with which you made a reservation to find out if they allow early check-ins or late check-outs.

Q: What discounts does Stay Express accept?

A. In addition to our marketing programs, we accept (in accordance with the disclosed features and policies): AAA, Senior, Corporate, and Military

Q: Does Stay Express accept pets?

A. Stay Express has a portfolio of 5 brands and many properties throughout United States. Some of our hotels are pet friendly and some of them are not. You should look at the details of the property you are considering to find out if that is a pet-friendly hotel.

Q: What happens if my plans change and I forget to change or cancel my reservation, will I be charged?

A. Exact no-show policy varies based on the property. Some properties may charge only for the first night plus tax, and others may charge the full amount. This is disclosed on your confirmation page under the policies section at time of booking.

Q: How do I book special requests such as a king-size bed or a non-smoking room?

A. When a reservation is made, you should be provided with a choice of room types with specific bed types. Room types are also sectioned out as “smoking” or “non smoking” rooms. There may also be a “special request” section which you may also include this information. While these requests are not guaranteed to be fulfilled, our properties will usually do their best to accommodate such requests.

Q: I need connecting rooms/early check-in. Can I book these on-line?

A. These are also special requests and you can include them in the special requests & comments field, or call the property and ask in advance.

Q: I am self-employed. Can I book using corporate rates?

A. Yes you can still make a reservation using the corporate discount, you’ll just need to present the front desk clerk with a business card with your name and the name of your business printed on it.

Q: How do I find out if the hotel has accommodations for the physically challenged?

A. Check the details of the property you’re interested in to see what kind of accommodations are there for the physically challenged. If you have specific needs, please contact the front desk prior to making a reservation to make sure they can accommodate your needs.

Q: What amenities does Stay Express offer?

A. All of our properties offer Standard Cable, Free Coffee & Wi-Fi, Free Parking, Free Local Phone Calls & Faxing. Most of our properties offer Premium Cable, Free Breakfast, Free use of a Business Center, an external pool area / Hot Tub. Some of our properties offer full-service restaurants, large meeting rooms, wet bars, fitness centers, and other luxury amenities.

Q: I have comments regarding a previous stay. How can I tell your company?

A. You can reach out to us with a simple click or call us at 1-800-Stay-Express

Q: Where can I find information about franchising?

A. Click here to find more information about franchising with Stay Express.