• Home
  • Customer Service
Image of receptionist assisting a couple with questions

SureStay Promise

If something goes wrong, we will make it right. You should feel SURE about your stay.


If you want to comment on your recent stay or simply want answers to your questions about the SureStay Hotel Group℠, please don't hesitate to contact us. For changes or cancellations please call 800-827-8298 or visit the Check Reservations page to retrieve your reservation. Changes/cancellations cannot be processed via email requests.  

Frequently Asked Questions

How do I modify or cancel my reservations?

To change or cancel a reservation that is within the cancellation time frame, please visit the CHECK RESERVATIONS page. Changes/cancellations cannot be processed via email requests.

Where do I find contact information for a specific hotel?

Contact information for the hotel (such as address, phone and fax numbers) is listed on the hotel’s overview page. Please visit the Surestay home page to start your search.

How do I correct a billing issue or problem?

Billing is processed by the hotel directly, contacting the hotel directly may expedite resolution of your issue. Please start your search here for the property's contact information.

Do I need a credit card to make a hotel reservation?

Yes, a credit card is required to make a reservation

Will my credit card be charged if I forget to cancel my hotel reservation?

Yes, reservations are guaranteed to your credit card. To avoid being charged, reservations must be cancelled in accordance with the cancellation policy outlined in your reservation. If you do not cancel or arrive at the hotel, your credit card will be charged.

What is SureStay's online cancellation policy?

Surestay reservation cancellation policies vary by location. Please review the policies of each individual SureStay hotel when confirming your travel reservation during the online reservation process. If you do not cancel online reservations based on the individual hotel's cancellation policy, you will be charged for one night's hotel stay unless your online hotel reservation required a full payment in advance or a minimum length of stay. When full payment is required in advance, you will be charged for the entire reserved stay unless you change or cancel your reservation within the requirements of the individual hotel's cancellation policy. During certain travel periods, such as holidays and special events, a minimum stay may be required. For minimum length of stay reservations you will be charged for the entire reserved stay if you check out prior to the reserved departure date. For further clarification on a hotel's cancellation policy please contact the hotel directly or contact The reservation center at 800-827-8298

I have a question or problem that is not listed?

Please email our Customer Support department at:This email address is being protected from spambots. You need JavaScript enabled to view it. and a Customer Support Representative will respond to your inquiry. For immediate assistance, you may also choose to speak directly to Customer Support Representative at 800-827- 8298. For modification or cancellation of reservations please call 800-827- 8298 and select reservations when prompted as they cannot be processed via email.