Housing FAQs

  1. When will my credit card be charged?
    • Your credit card will not be charged at the time of booking. Approximately 30 days prior to the show, the hotel will charge one night’s room/tax to the card you provide to guarantee your room. This deposit is refundable as long as the reservation(s) is cancelled prior to the cancellation deadline, which is noted in your confirmation.
  2. How can I modify my reservation?
    • Your reservation is fully accessible and manageable on-line, and can be accessed by using the link found in your reservation confirmation sent to you via e-mail. You may want to verify the dates you are able to make changes (noted in your confirmation), then just follow the instructions to log in (password is required).
  3. Can I cancel a reservation without penalty?
    • All reservations are fully refundable as long as they are cancelled prior the cancellation deadline. Each hotel’s individual cancellation policy will be available on onPeak’s online system, as well as on your confirmation e-mail.
  4. Am I able to get hotel points when I book that property through onPeak?
    • Yes, you can earn reward points with your preferred hotel chain when booking in the official hotel block – simply enter your rewards or frequent guest number when booking through our online system. When we transfer your reservation details to the hotel, your frequent guest number will be included with your information and you will receive your points.
  5. Is the resort fee separate from the room rate listed?
    • New to 2020: Yes, if the hotel has a mandatory resort fee, that rate will now be listed SEPARATELY from the nightly rates that are shown on-line and in your confirmation. This information, along with the resort fee inclusions will be available upon searching each of the properties through onPeak’s online system, as well as on your confirmation e-mail.
  6. Is shuttle information offered to/from my hotel and the event?
    • Whenever possible, we will note shuttle service information in the e-mail confirmation of your hotel reservation – so please check there for these details. If/when the event organizer provides shuttle service, it will also be noted on the event website. Your best bet is to check out the event’s website leading up to the event, and look out for a schedule with pick-up times/locations.
  7. I called the hotel, but they don’t have a record of my reservation. Why?
    • Not to worry. Your reservation details are not transferred from onPeak’s system to the hotel’s system until approximately 3 weeks prior to the event. Until that time you just need to work with onPeak to manage your hotel reservation. Please consult your confirmation for the link to log in to your reservation, the schedule for when reservations are transferred to the hotel, and also the hotel’s direct phone number.
  8. How can I book a suite or request an upgrade?
  9. What are my options when my hotel choice is unavailable?
    • Hotel rooms offered through onPeak at discounted event rates are limited and available on a first-come, first-served basis. While conducting your search, the online system reflects up-to-the minute availability and booking options.
  10. Are my special requests guaranteed?
    • All requests are at the discretion of the hotel (e.g. high floor, 2 beds, early check-in, etc.). While the hotel will generally do everything in its power to honor requests, requests cannot be guaranteed until check-in unless specifically described in your room type.