gusto! frequently asked questions
Back to topHotel Frequently Asked Questions
Back to topCar Frequently Asked Questions
How do I cancel a reservation?
Use the "View/Cancel Reservation" link provided on the Travel Reservations page.
What is the cancellation policy on my reservation?
When you are completing the Credit Card Information page, the Cancellation Policy will be provided at the bottom of the page. You can also view the property information page to find the cancellation policy. These policies will vary from lodging to lodging, so you must read each one carefully. In general, the standard increments are that you must cancel the room(s) by 4 or 6 PM on the arrival date, or 24, 48, or 72 hours prior to your specified arrival; however, these are just general guidelines and the specific policy of the property will prevail. If you cancel before the deadline, generally you will not be charged a penalty. Canceling after the stated period will result in a cancellation penalty fee. Some reservations are non-refundable and cannot be cancelled after booking.
Reservations will apply a cancellation fee regardless of the timeframe of cancellation. If the cancellation is outside of the time allotted, you may be charged for one night's stay including tax recovery charges and service fees. Please read the specific cancellation policy provided for each property on the site and in any emails regarding your reservation.
Once I have made my reservation, will I receive any written confirmation from the hotel?
No. The email confirmation you receive from Gusto.com is all you will need. It displays your Gusto.com Booking Number, the hotel information, the rate, confirmation number, and the hotel's cancellation policy.
When will my reservation be at the hotel?
Your name will not appear at the hotel until 72 hours before your arrival date. Rest assured, the room is booked; however, the hotel just does not know that you will be the person staying in it. It takes a minimum of 24 hours before your reservation details reach the lodging's computer system. Rest assured, the room is booked; however, the hotel simply has not entered your details into their system yet.
I don't have long to wait for a confirmation. What can I do?
Typically, most lodging reservations are made in real time and your confirmation should only take a few seconds. You will be notified of the status of your reservation within 2 to 4 hours. However, there can be delays. In such cases, you will receive an e-mail from us without a confirmation number. When we receive the confirmation number from the property, it will be e-mailed to you. If there is a special request or rate change associated with your reservation, the request will be sent to a Customer Care agent for processing. You may contact us directly at email@example.com.
How do I check on my request for a lodging?
You may view your reservation using the "View/Cancel Reservation" link. Always feel free to contact us with any inquiries regarding your request. For fastest service, please include your "Booking Number" which you will receive after you submit your booking.
How long will it take Gusto.com to respond to my reservation request?
All reservation requests will result in a new screen showing a booking Number, which should be kept and used with any future correspondence with Gusto.com. Additionally, all reservations will be followed up with an e-mail within 2 to 4 hours using the same Booking Number with the status of your reservation.
What happens when I make a reservation?
Reservation requests will result in a new screen showing a Booking Number, which should be kept and used with any future correspondence with Gusto.com. You may also be quoted a Confirmation Number. Additionally, all reservations will be followed up within 2 to 4 hours with an email using the same Booking Number and, if available, a Confirmation Number.
Is there a waiting list for sold out hotels?
In certain instances, Gusto.com can make reservations at sold out properties. If you want to be placed on a waiting list, you will need to contact the lodging directly.
I should receive a discounted rate. How do I get this?
The rates displayed are the only rates available to this site for making reservations. These rates may include government, corporate, or senior discounts. You may need special documentation at check-in to confirm you are qualified to receive that rate. Please do not expect to receive such a rate at check-in without the proper identification even if you have selected to book it online.
Is the room rate per person or per night?
All rates are for double occupancy per room, and are quoted on a nightly basis unless otherwise specified. SOME RATES MAY REQUIRE SPECIAL IDENTIFICATION. Taxes and fees not included unless otherwise specified in the detailed Rate Rules. Extra people, children, roll-away beds and incidentals may be subject to additional charges.
My credit card number is correct, but the hotel is not accepting it. Why?
There are a few possibilities:
- Your card type is not accepted at the hotel.
- The card expiration date precedes the reservation date.
- You have reached your credit limit.
- There is a computer error.
What credit card types are accepted for guarantee/deposit?
The card types accepted for guarantee/deposit will be listed on the Credit Card Information page during the booking process.
Is it safe to use my credit card?
Yes. We take this matter very seriously. To ensure your security, Gusto.com utilizes a secure commerce server, which encrypts the credit card number and encodes it into a non-usable form.
How do I reserve my room?
Our reservation process is very simple. Enter the desired city, enter the dates of arrival and departure, and enter the number of rooms and the number of guests. Click Check Rates to see hotels that have vacancies.
A list of hotels will appear on the screen. For more information, click the name of the property or the More details link. You can compare up to four hotels at a time by clicking the Compare box in each hotel, then clicking Compare Now on any of the hotels you've marked.
If you're already on a hotel's product page, just click the Rooms/Rates tab.
- After room types and rates are returned to your screen, you will be able to choose the rate you desire by reading the room information in the center of the screen, then clicking on the Book It button on the right side of the screen.
- After you have selected your desired room type, you will be taken to a Secure Reservation Request form. Then you will need to review the Reservation Details, then click Next .
- One the next page you will fill in your name and confirm your Bedding Preference, then click Next.
- On the next screen, you will enter your Credit Card Information, your e-mail address and your Credit Card Billing Info. Be sure your name and e-mail address are spelled correctly and that your Credit Card information is accurate, then review the cancellation policy and check the box saying you understand and agree to it, then click Book It.
- If further correspondence is necessary prior to confirming the reservation, a Customer Care agent will reply back to you with an email within 24 hours.
Do hotels have minimum age requirements?
Please be aware that some hotels may have minimum age restrictions or requirements when reserving a room. For example, som hotels with casinos may require you to be 21 years of age to check into a room. Please inquire with a Customer Care Agent or with the hotel directly.
What is the Gusto.com Refund Policy?
Gusto.com strives to provide the best service possible and will work on behalf of our clients to rectify any regrettable circumstances pertaining to your reservation. However, Gusto.com acts only as an independent agent to secure services of an air carrier, car rental supplier, hotel, or other travel related supplier. Therefore, we have no control over personnel, equipment, or operations of these suppliers and shall not be held liable for any inconvenience, personal injury, property damage, or other loss incurred as a result of any wrongful acts, omissions, or default on the part of the suppliers. All grievances must be reported with any and all supporting documentation to Gusto.com within 60 days of the mailing of the first credit card statement showing any discrepancies for billing and payment issues or within 60 days after the completion of travel services provided.
Is breakfast included?
Many hotels offer free breakfast. Often this is a continental breakfast or sometimes just coffee and donuts. If included, it should be listed on the Lodging Information page.
What are the directions to the hotel?
The location information of the hotel is sometimes listed on the Lodging Information page. This can identify the distance from the hotel to certain landmarks or the airport.
Are rollaway beds/cribs available?
Most hotels offer rollaway beds and cribs (typically at a charge- $5.00-$20.00 each). Some may have restrictions on what room types will allow rollaway beds. This may be listed on the Lodging Information page. If special requests are accepted, a section will appear on the Reservation Form to insert such requests and submit them to the hotel.
Our children will be with us... do they stay free?
Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Lodging page.
What if there will be more than two adults in the room?
Most hotels allow additional guests to stay in the rooms at a charge (usually between $5.00-$20.00 per person). Some hotels have a limit on how many people can stay in a room. This may be listed on the Lodging Information page.
Is parking available? Free parking? Long-term parking?
Most hotels offer free parking to their guests, although some may charge. Long-term parking is offered at the discretion of the property (often in conjunction with park and fly rates). This may be listed on the Lodging Information page.
Is there a hotel shuttle service to/from the airport?
Many hotels offer shuttle service to and from the airport. This may be listed on the Lodging Information page. If it is offered, there may be a charge by the hotel for this service.
I'm looking for a hotel in Los Angeles. Can you help me?
Our reservation agents are unable to do individual searches for clients due to our high volume of reservations. Please use the Travel Reservations Form to identify availability and rates at more than 60,000 hotels around the world.
What type of customer service is offered?
After submitting your reservation request, you will be provided with an e-mail address to use to make inquires about your request. Our qualified and friendly agents are available 24 hours a day, 7 days a week, 365 days a year (including holidays) to answer your questions. All you have to do is ask.
Can I make a reservation over the phone?
Unfortunately we do not currently have a way to accept reservations over the phone. Please use our online tools to search and book your reservation online.
What type of customer service is offered?
After submitting your reservation request, you will be provided with an e-mail address to use to make inquires about your request. Our qualified and friendly agents are available 24-hours a day, 7 days a week, 365 days a year (including holidays) to answer your questions. All you have to do is ask.
Are there separate rules for local renters?
Many rental agencies do have additional rules and regulations for local renters or individuals not traveling by plane to their rental destination. Unlimited mileage and additional fees may vary. Contact your rental agency directly when you receive your confirmation number for further details specific to your reservation.
What are CDW, PAI, TPI, VAT, VLF and airport taxes? Do I have to pay them?
CDW is Collision Damage Waiver, PAI is Personal Accident Insurance, TPI is Theft Protection Insurance, VAT is Value Added Tax, and VLF is Vehicle License Fee. Airport taxes are the fees that the airports charge to car companies for the use of their terminals, railroads, and roads; plus other service charges mandated by the airport. Yes, some of these various taxes and charges are mandatory and you will be advised of them at the time of car pick up.
What is the difference between base rental rate and total charges?
The base rate is the amount of the rental before any taxes, service fees or mandatory insurance charges are included. Total charges would include all additional fees.
Are taxes and insurance included in the quoted rate?
No, taxes and insurance are not included in the quoted rate.
Are there special taxes for car rentals in countries outside of the United States?
Yes, there can be some mandatory taxes that are only applied in certain countries. Check with the car company when you are picking up your car.
What is Estimated Rental Price?
The Estimated Rental Price includes the total of all known rates, taxes, fees, surcharges and applicable drop off charges that you must pay either by law or by local policy for the length of a particular car rental request. This price does not include optional services such as insurance waivers, special equipment, mileage charges, or gasoline etc. It also does not include extra day or hour charges that can result from a late return of the rental car. This price is provided so you can better estimate the total price you may pay to the rental car company for your car, but is not a guarantee of your total charges.
Will I receive the make/model of car I have reserved?
Receiving the requested make or model of car depends upon availability at the time of your arrival to pick up the vehicle. We cannot guarantee the make or model you will receive.
Is there a shuttle service to my rental car?
Many rental agencies offer shuttle service to the car pick up location from the airport. You will need to ask about this service prior to your arrival or check at the airport.
Can I modify/change an existing reservation?
Yes; however, modifications may cause rate changes. Car rates can change daily, or even hourly, so changes you make to your reservation after confirmation can affect the original rate.
Do I need a foreign drivers License?
Not all car companies require you to have a license from the country in which you are driving. Check with your car rental agency prior to pick up to be sure you are prepared.
How old do I have to be to rent a car?
Most major car rental companies require renters to be a minimum of 25 years of age. Some car rental companies do allow renters at the minimum age of 18 but there is an increase in the rate of the rental and a deposit is required.
Will I need a credit card in my name to rent a car?
Yes, the driver will need to present a valid credit card in the driver's name. Debit cards are not accepted.
Will the car company that confirms my reservation be the same one that provides my car?
Not always. Some car companies have affiliates they use.