Frequently Asked Questions
Technical Support
Q. We've experienced problems while trying to book online. Why?
Q. I've been charged twice. How do I get a refund?
Q. We've experienced problems while trying to book online. Why?
A. Due to internet security, we protect our guests with the latest industry standards for credit card authorizations and your issuing bank may have declined the transaction on the basis of not supporting address verification online. We also constantly update our website and you may have been trying to book during one of these updates. Please try to book again or you may call our Reservations Department at +1-415-981-7625 to book over the phone.
Q. I've been charged twice. How do I get a refund?
A. We apologize for any inconvenience this may have caused you. One of the duplicate transactions will be refunded to your credit card. Please call us at +1-415-981-7625 to speak to one of our Reservations Agents regarding your refund request. Please note that refunds take approximately 5-7 business days to appear on your account statement.
