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Event Information

  • Is shuttle service offered to/from my hotel and the event?
    Whenever possible, we will note shuttle service information in the email confirmation of your hotel reservation—so please check there for these details. Since shuttle service is arranged by the event itself (not onPeak), onPeak is occasionally unable to provide this information. If/when the event organizer does provide shuttle service, it would 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 in the lobby of your hotel during the event.
  • How can I get information about event registration?
    Registration for the event is handled by a different vendor. Please see the registration page of the event's website for further information or to log in to the registration system.

Existing Reservations

  • How can I modify my reservation?
    Your reservation is fully accessible and manageable online, and can be accessed by using the link found in your reservation confirmation sent to you in email. You may want to verify the dates you are able to make changes (in your confirmation), then just follow the instructions to log in (password is required).
  • I called my hotel and they have no record of my reservation.
    Not to worry. Your reservation details are not transferred from onPeak's system to the hotel's system until approximately 2 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. If you need further assistance, just contact us using the form below.

Making Reservations

  • What are my options when my hotel choice is unavailable?
    Hotels 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.
  • Can I book rooms at a government rate or other special rate?
    Yes, in some cases government rates or other special rates are part of the contracted inventory for the event and will be noted as such. If you are interested in these rate types, please contact us using the form below.
  • How can I book a group of hotel rooms?
    Depending upon the event and the hotel you're looking to book, the number of rooms you are able to reserve online may vary. Each hotel will indicate the number of rooms available and you can view the "Rates & Availability" tab for full details. When you're ready to book, simply click your hotel of choice, click your check-in date and your check-out date and you will be able to edit the number of rooms you need each night.
  • How can I manage a group of hotel rooms?
    onPeak's group tools are specifically designed to function interchangeably to efficiently manage groups of all sizes. View our group reservations guide here.
  • How can I book a suite or request an upgrade?
    Suites and upgrades are based on availability and are at the discretion of the show manager. For options regarding suites or upgrades, please contact us using the form below.
  • What's the difference between a double occupancy room and room with 2 beds in it?
    The types of hotel rooms and rates we offer are generally determined by the hotel. Some hotels determine rates by the size/type of room, and some hotels determine the rate by how many people are staying in the room. Double occupancy is defined as 2 people sharing a room and does not necessarily mean that 2 beds will be in the room. If you wish to have 2 beds in your room, you can make that request during the booking process.
  • 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.
  • Am I able to get hotel points when I book that property through onPeak?
    Yes, you can earn rewards 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 approximately 2 weeks prior to the event, your frequent guest number will be included with your information and you will receive your points.
  • What does "cut-off" mean?
    onPeak manages room inventory of each event hotel directly in our reservation system until a certain date just before the event. "Cut-off" is the term used for the point when reservations at the official event rate can no longer be booked and we turn all reservation details and inventory over to the hotel to manage in their system. From this point forward, the hotel is in complete control of all reservations and modifications need to be made directly with the hotel. Please consult your confirmation for your hotel's specific policy details and direct phone number.

Official Hotels

  • Why should I book with onPeak instead of directly with the hotel?
    By making your reservation within your event's official housing block, you are supporting the event and ensuring lower overall costs such as registration and convention center fees. Personally, you benefit by receiving the lowest rate for your room(s) as well as added services and incentives only available to those who book through onPeak.
  • Shouldn't I just book my hotel through my company's travel provider?
    Booking with anyone other than onPeak does not allow you access to the official, discounted rates negotiated specifically for the event. You will also miss out on the reservation flexibility and other benefits that come with booking in your event's official hotel block. If your company mandates that you use your corporate travel arm or another company to book your hotel/travel, it's worth asking your travel manager to book through onPeak to receive the benefits of your event's official hotel block. We're happy to work with them, too!

Payment

  • How do I pay for my hotel room?
    In most cases, payment for your room is ultimately collected by the hotel, not onPeak. You must provide a credit card to onPeak at the time of booking to guarantee you will adhere to the payment, cancellation and any other special policies of the reservation—this is called a 'payment guarantee'. Should you violate the policies and booking conditions (if you don't show up to the hotel, cancel outside of the agreed upon window of time, etc.), the credit card provided to book your room may be charged. Please refer to your hotel's specific policies for full details.
  • When will my credit card be charged?
    Your credit card will not be charged at the time of booking. While hotels will generally await your check-in to accept your form of payment for your room(s), hotels do reserve the right to charge the card you provide to guarantee your room, which may occur when we transfer reservations from our system to theirs. Please refer to your hotel's specific policies for full details.

Help us, help you!

If you've looked through the information above but still have a question, please fill out the following form. If you would rather speak to a representative, give us a call at +1 (312) 527-7270, Monday-Friday from 8 am to 6 pm CT.

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