Q: How does Flex work?
A: When you add Flex to your hotel booking, you can cancel your reservation at any time and receive Travel Credits for unused nights at the point of cancellation. To receive a refund for that day's night, cancellation must be completed by 12:00 PM hotel local time. You can also shorten your trip and receive Travel Credit for unused nights. This benefit is available for any individually booked, multi-night stay and for any room, refundable or non-refundable, up to 8 rooms
When you add Flex to your flight booking, you can cancel your reservation up to 2 hours before departure and receive Travel Credit for your unused flight.
Q: Is Flex available for non-refundable bookings only?
A: You can use Flex for any individually booked, multi-night stay you make with Engine, up to 8 rooms, for both refundable and non-refundable room options.
Q: How do I cancel or shorten a reservation?
A: You can make cancellations by navigating to Trips, selecting your itinerary, then selecting Manage Booking. From here, you can select Modify, Shorten, or Cancel.
Q: Do I have to sign up for Flex every time I book, or can I make it an automatic choice?
A: By default, Flex is presented as an option at checkout unless previously blocked in company settings. However, you can go to your Travel Policies and set Flex as Required, Optional, or Blocked. Setting Flex to Required will automatically turn on Flex for every hotel booking. Flex for Flights is a separate add-on at booking.
Q: Can I use Flex for multi-room bookings (2-8 rooms)?
A: Yes. Modifications can be made at an individual room level or applied to all rooms at once. Flex is currently unavailable for Group bookings (9+ rooms).
Q: How will I be refunded?
A: Depending on when you cancel your reservation, you may receive either a reimbursement from Engine (based on the property’s cancellation policy) or Engine Travel Credit. If you shorten your stay, you’ll be refunded for any unused nights.
Q: What is Engine Travel Credit?
A: Travel Credit can be used for future bookings with Engine. It can be used any time you need it for one year from the date it was issued.
Q: Is my Engine Travel Credit the same value that I paid for my reservation, dollar per dollar?
A: Yes! Travel Credit is worth the same value as your booking, including taxes and minus any fee you paid for Flex.
Q: When will I get my Engine Travel Credit?
A: Your Engine Travel Credit will appear in your account as soon as you cancel or shorten your trip.
Q: Can I get cash for my Engine Travel Credit?
A: No, Travel Credit is meant for future property bookings with Engine. You can use it any time you make a reservation on Engine.com for one year from the date it was issued.
Q: I made my reservation via Direct Bill. How will I be refunded?
A: You’ll see your Engine account credited once you cancel nights, per our Direct Bill contract with you. Credit will be in the form of either a reimbursement from Engine or with Travel Credit, depending on when you modified your booking and the cancellation policy of the reservation.
Q: My reservation is fully refundable, and I canceled before the property’s cancellation deadline. How will I be refunded?
A: Engine will reimburse you for the amount indicated in the property’s cancellation policy, and you’ll receive the refund in your original form of payment. Your Flex fee is nonrefundable.
Q: How much does the Flex fee cost?
A: It varies. The Flex fee is a percentage of the total cost of the booking, including taxes and fees.
Q: Why would I use Flex for a refundable room?
A: Even if your room is refundable up to 72 hours in advance, Flex gives you more flexibility. You can cancel up to 12:00 PM the day of check-in without restrictions and even shorten your trip up to 12:00 p.m. the day you wish to check out. Plus, your Travel Credit refund has no use restrictions and is valid for a full year. Best of all, we handle the cancellation and refund tracking for you—so you don’t have to.
Q: Are there any terms for my Flex Travel Credit refund?
A: You can use your Travel Credit when you book a room using the same account on which the original reservation was made. There are no blackout dates. All Travel Credits will expire one year from the date it was issued.
Q: Can I use Flex for group bookings?
A: No. However, you can use Flex for multi-room bookings, up to 8 rooms.
Q: Can I shorten my trip and still get a refund for the nights I don’t stay?
A: Yes! We know that plans can change. Your Flex coverage ensures you are refunded with Travel Credit for any unused nights. If you are checking out early, be sure to let the front desk know, then Flex will allow you to shorten your stay through the Engine platform. You will need to shorten your trip in the Engine platform by noon hotel time on the day you wish to check-out. Any unused nights are automatically refunded in Travel Credits or to your original method of payment, depending on the property’s cancellation policy.
Q: What time do I need to cancel to get reimbursed for that day?
A: If you need to cancel before your stay begins, you must do so by 12:00 PM local hotel time on the day of check-in to receive Travel Credit. If you need to cancel mid-stay or if you’re reporting unused nights, the cutoff for determining an unused night is 12:00 PM local hotel time.
When you add Flex to your flight booking, you can cancel your reservation up to 2 hours before departure and receive Travel Credit for your unused flight.
Q: Can I purchase Flex for a single-night, same-day reservation?
A: You can purchase Flex for a single-night, same day reservation only if you book before 12 PM local hotel time. Any single-night, same day reservations booked after 12:00 PM hotel time will not have the option to add Flex.
Q: Can I purchase Flex for a multi-night, same-day reservation?
A: Yes. If you make a same-day reservation for several nights, you will be able to shorten your trip with Flex, and cancel by 12:00 p.m, hotel time if booked before this time.. If you booked after 12:00 p.m. hotel time, you will only be able to shorten your stay and will be reimbursed with Travel Credit for any unused nights.
Q: How many times can I shorten my hotel stay and still get refunded?
Flex coverage allows for multiple shortenings per room as long as you shorten your stay before 12:00 PM hotel time on the day you would like to check out.
Q: Can I report unused nights after my trip and still get a refund?
A: You can! As this is outside the Flex policy, any refund would be up to the hotel's discretion and is no longer automatically awarded under your Flex coverage. Just make sure to check out early at the property’s front desk so they have a record of your early departure.
Q: Is Flex available for manual contracts?
A: No, this benefit is for online bookings only.
Q: Do all Members have access to Flex?
A: Yes, unless an Admin or Engine has turned off access.
Q: How long does Travel Credit last?
A: Engine Travel Credit expires one year from the date it was issued.
Q: Is Flex available for all product lines? Can you use Flex on flights, rental cars, and hotels?
A: You can use Flex on flights and hotels.