Trouble booking

• Payment Issues: This can be due to various reasons, including insufficient funds, an expired card, or your bank blocking the transaction.

• Availability: Desired inventory may sometimes be limited.

• Account Restrictions: Booking issues may arise due to your company's travel policies or account permissions. For assistance, please contact your company's Admin or Department Manager.

Identify Your Platform 

• Whether you're booking on a desktop, mobile web, or through the app, some troubleshooting steps might vary. 

• Gather as much information as possible if you need to reach out to our support team for assistance. This can include screenshots or error messages.

Check Payment Details

• Ensure your payment method is valid and has sufficient funds.

• Verify the credit card number, expiration date (in the correct format), and the card verification code (CVC).

• Important: For security reasons, we cannot add or take your credit card information over email or the phone.

Review Booking Errors

• If a booking fails, check if you have any active reservations for the same location.

• If you believe a charge was made for a failed booking, please check your credit card transactions; the charge should typically void within a few days. If it doesn't, contact your bank.

Travel Policies

If your company has travel policies in place, these may restrict your booking options.

• If you are not an Admin: Please reach out to your company's Admin to understand your specific travel policies or request a change.

• If you are an Admin: Log into your account, go to Settings → Travel Policies tab to make updates.

Direct Bill Issues

If you are not able to book using Direct Bill, your account may have reached its limit and may need to pay down the balance to continue using Direct Bill. 

• If you are not an Admin: Reach out to your account Admin. 

• If you are an Admin: Check your Credit Limit. If the limit is insufficient, you can log into your account under the Billings Tab → Make a payment to review statements and make a payment. Admins cannot automatically increase their Direct Bill limit; for this, contact Accounts Receivable at AR@hotelengine.com or 720-566-7234 (M-F 8 am-5 pm MST).

Travel Credit/Engine Rewards

If you have an available balance but can't apply it to your booking, your company may have opted into pooled rewards.

• If you are not an Admin: Please reach out to your Admin for details.

• If you are an Admin: If you wish to change the pooled status, please contact your Account Manager. If you don't have an Account Manager, please reach out to our support team.

Contact Your Bank

If you continue to experience issues after confirming the accuracy and validity of your information, your financial institution may be blocking the payment. Please contact your bank for further assistance.

Account Under Review

If you are informed that your account is locked and under review, our specialized team will reach out within 48 hours. For additional questions, you can email resolutions@engine.com.