Frequently Asked Questions

Yes! All hotels in your search results show the current temperature at that location. For stays within the next 5 days, we show actual weather forecasts for each destination. For dates further out, we use historical climate averages so you can see what to typically expect — average temperatures, rainfall, and sunshine for that time of year. Either way, you'll have a good sense of the weather before you book. Use the filter button on the search results page to sort or filter by weather conditions and find the perfect climate for your trip.

Absolutely. You can search by location type — beach, mountain, city center, lakefront, and more. Our hotel descriptions and classifications include location details so you can find exactly the setting you're looking for. When your results appear, look for the filter button on the search results page — you can narrow your results by location type, amenities, and more to quickly find beachfront properties.

Yes — you can filter by traveler type and activity. Ski resorts, spa retreats, family-friendly properties, romantic getaways, and adventure destinations are all searchable. Try searching for a ski destination like "Vail" or "Park City" and you'll see properties near the slopes. You can also use the filter button on the search results page to narrow results by property type, amenities, and star rating.

Yes! Just type the chain name in the search bar — "Marriott", "Hilton", "Four Seasons", "Ritz-Carlton", etc. You can also combine it with a city: "Marriott San Francisco" to find all Marriott properties in that area.

You can search for hotels near just about anything:

• Airports — use airport codes like "JFK" for New York JFK airport or "LAX" for Los Angeles International
• Major attractions — search by name, like "Statue of Liberty" to find hotels nearby
• Specific addresses — just type it in, for example "1600 Pennsylvania Ave., Washington DC"
• Corporate headquarters — type "General Motors Headquarters" or any major company
• Hospitals — search by name, like "Massachusetts General Hospital" to find nearby hotels
• National parks — type the name: "Yosemite" or "Yellowstone"

Beyond special locations, you can also search by:

• City or state — "Austin, TX" or just "Texas"
• Zip code — enter a US zip code for hotels in that area
• Street address — type any address to find hotels nearby, like "1600 Pennsylvania Ave, Washington DC" or "233 S Wacker Dr, Chicago" (the Willis Tower)
• Hotel name — search for a specific property directly. Adding a city name, state name, or abbreviation helps if the hotel name isn't unique (e.g., "Hampton Inn Charlotte" or "Courtyard Austin, TX")
• Hotel chain — find all properties in a brand family (Marriott, Hilton, etc.)

When you search for hotels near a specific location, we start by showing you the closest properties. If you'd like to see more options further out, click the "Expand Search Area →" button at the bottom of the results. Each click widens the radius, showing hotels that are a bit farther from your search point but still in the general area. This is great when you want more choices, or if the closest hotels are booked up or out of your budget.

Yes — our hotel descriptions typically include information about nearby restaurants, coffee shops, bars, parks, museums, hiking spots, and attractions. When you visit a hotel's page, look at the map to see these locations pinned around the hotel. It's a great way to get a feel for the neighborhood and plan activities around your stay before you book.

Yes. After searching, you can sort by price (low to high or high to low), star rating, or distance from your search point. Look for the filter button on the search results page — you can narrow results by price range, star level, amenities, property type, and more.

Search for your destination, pick a hotel, choose your room and dates, and add it to your cart. You can add multiple rooms (even at different hotels) to the same cart. When ready, proceed to checkout, enter your details and payment, and click "Book Reservation."

We accept all major credit and debit cards: Visa, Mastercard, American Express, and Discover. Payment is processed securely through Stripe.

Your card is charged immediately at the time of booking. You'll receive a confirmation email with your booking details and confirmation code right away.

Yes. We never store your full card number. All payments are processed through Stripe, a PCI Level 1 certified payment processor (the highest level of security certification in the payment industry) that processes over $1 trillion in payments annually. Your card details go directly to Stripe's servers — they never touch ours.

Yes! Add as many rooms as you need to your cart — they can be at different hotels, on different dates, and for different guests. Everything is processed in a single checkout with one payment.

Yes. During checkout, you enter the guest name for each room separately. The purchaser (the person paying) can be different from the guest (the person staying). Each room gets its own guest name and its own confirmation code.

If a payment doesn't go through, you'll receive an email notifying you right away. The email will include a link that allows you to update your credit card information for the upcoming charge. If you need help, our customer support team is glad to assist you — reach us by email at support@heliostreks.com or by phone at (212) 809-5100.

Yes — at checkout, check the "Save this card for future bookings" box. Your card will appear as a saved option the next time you book using the same email address. You can use a saved card without re-entering the details.

Your confirmation code is a unique 10-character code (letters and numbers) assigned to each reservation. You don't need it to check in at the hotel — the hotel will find your reservation by name. The code is only important if you need to make changes to your reservation, like cancelling or rebooking. Each room in a multi-room booking gets its own unique code.

Your confirmation code appears on screen right after you complete checkout, and it's also emailed to you immediately. You can find it:

• On the confirmation page immediately after booking
• In the booking confirmation email sent to your address — look for the big orange box

If you can't find it, you can look up your reservations by email on our booking lookup page.

Check your email inbox (and spam folder) for an email from Helios Treks with the subject "Your Helios Treks booking at [hotel name] is confirmed." The code is in the orange box at the top of that email. If you still can't find it, use our booking lookup with your email to retrieve your reservations. And if all else fails, don't worry — our support team can find your code and take care of any issues. Just reach us at support@heliostreks.com or (212) 809-5100.

No — the hotel will find your reservation by your name. Your confirmation code is primarily for managing your booking with us: you'll need it if you want to make changes to your reservation, cancel, or contact our support team about your booking.

Go to our cancellation page and enter your 10-character confirmation code. You'll see your reservation details, any applicable fees, and the refund amount. Confirm the cancellation and you're done — you'll receive a confirmation email.

Yes. Each room has its own confirmation code and can be cancelled independently. When you look up one code, you'll see all the rooms in your booking with checkboxes — just uncheck the ones you want to keep and cancel the rest.

It depends on the hotel's cancellation policy. Many bookings offer free cancellation up until a deadline (often 24-48 hours before check-in). After the deadline, a penalty may apply. The exact fee is clearly shown before you confirm the cancellation — you'll never be surprised.

If you choose "Refund to Card," our payment processor guarantees refunds within 5–10 business days; however, it is sometimes faster although we cannot guarantee it. If you choose a "Credit Code" instead, the credit is available immediately for use on a new booking — no waiting at all.

A credit code is an alternative to a card refund. When you cancel a reservation, you can choose to receive a credit code instead of waiting for the refund to appear on your card. The credit code holds your refund amount and can be applied instantly to a new booking — no waiting, no double-charge on your card. If you don't use the credit within the time window you select (typically 24–72 hours), the full balance is automatically refunded to your card — so even if you don't end up using it, your refund is handled for you.

When you cancel a reservation on our cancellation page, you'll see two options: "Refund to Card" or "Get a Credit Code." Choose the credit code option and select how long you'd like it to be valid (24, 48, or 72 hours). Your code will be displayed on screen and emailed to you immediately.

1. Browse hotels and add rooms to your cart
2. At checkout, enter your credit code (starts with CR-) in the "Promo or Credit Code" box
3. Your credit will be applied to the total
4. Pay only the difference (if any) with your card
5. Any unused credit is refunded to your card immediately at the time of booking, or the full amount is automatically refunded if you don't use the code within the time window you selected (typically 24–72 hours)

You choose the validity period when you create it: 24 hours, 48 hours, or 72 hours. The exact expiry date and time is shown on screen and in your email. After it expires, the full amount is automatically refunded to your card — your credit will be returned automatically if unused. If you need the timing changed, please contact customer support at support@heliostreks.com and we'll adjust it for you. Be sure to include your credit code number (starts with CR-) and customer name so we can locate it quickly.

You simply pay the difference. For example, if your credit is $300 and the new booking is $400, you'll be charged $100 on your card at checkout. The $300 credit covers the rest — no double-charge.

The unused portion is refunded to your card immediately at the time of booking. For example, if your credit is $300 and the new booking is $200, the $200 credit covers the booking (no card charge), and the remaining $100 is refunded to your card right away.

No worries — the full amount is automatically refunded to your original card when the credit expires. No action needed on your part. You'll receive an email confirming the refund was issued. Please allow 5–10 business days for it to appear on your statement.

Yes — there are a couple of ways to recover it:

• At checkout: Enter your original confirmation code (the 10-character code from your cancelled booking) into the "Promo or Credit Code" box. If there's an active credit linked to that booking and your email matches, it will be found and applied automatically.
• By email: You can also look up your active credits using the email address associated with your booking on our booking lookup page.

If neither of those works, please contact support@heliostreks.com and we will get it fixed for you.

The easiest way is:

1. Cancel your current reservation and choose "Get a Credit Code"
2. Search for the same hotel (or a different one) on your new dates
3. Add it to your cart and apply your credit code at checkout
4. You'll only pay the difference if the new rate is higher

This takes about 2 minutes and you're never double-charged because the credit offsets the new booking.

Same process as changing dates — cancel with a credit code, then book the new hotel. Your credit works at any hotel on our site, not just the original one. Search for anything you like and apply the credit at checkout. Otherwise, customer support at (212) 809-5100 would be happy to help during normal office hours.

Yes — you'll pay only the difference between your credit and the new booking total. For example, if your credit is $300 and the new hotel is $450, you'll be charged $150 on your card. The credit handles the rest.

Two reasons:

• Speed: A card refund takes 5–10 business days. A credit code is instant — you can rebook immediately.
• No double-charge: With a refund, your old charge stays on your card until the refund clears, AND you'd get a new charge for the rebooking. With a credit code, the old charge just "transfers" to the new booking — your card is never carrying both charges at once.

Prices shown on search results are per night. The full breakdown (nightly rate × number of nights + taxes and fees) is shown on the hotel page and in your cart before you pay.

The total at checkout includes the room rate, applicable taxes, and any mandatory hotel fees. There are no hidden charges — what you see at checkout is what you pay.

Yes! If you have a promo code, enter it in the "Promo or Credit Code" box at checkout. The discount will be applied to your total before payment. Keep an eye on our emails for occasional promotional offers.

You have several ways to reach us:

• Phone: (212) 809-5100 during office hours (9 AM – 8 PM Eastern, Monday–Friday)
• Reply to any Helios Treks email — booking confirmations, cancellation notices, credit code emails. Replies go directly to our support team.
• General issues: support@heliostreks.com
• Booking-related issues: bookings@heliostreks.com

Both email addresses are actively monitored by our team during office hours (9 AM – 8 PM Eastern, Monday–Friday).

We will respond to messages within four hours during office hours (often sooner).

• Office hours: 9:00 AM – 8:00 PM Eastern Time, Monday through Friday
• Outside office hours: We monitor emails evenings and weekends, but we cannot guarantee response times outside of office hours.

Yes! You can reach us by phone at (212) 809-5100 during office hours (9 AM – 8 PM Eastern, Monday–Friday). Outside office hours, email is the fastest way to reach us — we monitor both support@heliostreks.com (general questions & help) and bookings@heliostreks.com (reservation confirmations & changes).