Purpose
This article explains how to book a hotel and manage your stay, including canceling your reservation, using the web or mobile app.
Audience
This article applies to all users with access to travel management.
Get started
Before you book your hotel, complete a few preliminary tasks:
Add a payment method to your account if you haven’t already.
To check whether you’ve added a payment method, or to ensure your payment information is accurate, select My Account from the navigation menu, then Payment Methods.
If your company has a corporate card used for purchasing travel, the card appears on the Payment Methods tab and also in the Payment Method pane on the checkout page.
Update or complete your Traveler Information.
Additional resource: Watch our CSM Office Hours: Booking Travel video for more information.
Book a hotel
Book a hotel by taking the following steps.
Book a hotel from the web
To book a hotel, select Travel from the navigation menu.
Select the Hotels tab.
Complete the Destination and Travel Dates fields.
Select Search Hotel. If your company has a travel policy and any search results are outside that policy, the results include a note (Figure 1). A travel policy can affect both rates and the number of days in advance you’re required to book travel without needing any additional approval per your organization’s guidelines.
Figure 1. Out of policy notification
Review the list of hotel options, and filter your search results as needed:
Price: Set a minimum and maximum price, or show results within your company’s budget.
Star Rating: Select hotels with ratings from 1 to 5 stars.
Guest Rating: Select hotels with guest ratings from “Good” to “Wonderful”.
Hotel Brand: Search for a hotel brand, or select one from the provided options.
Amenities: Select hotels with your preferred amenities, such as free wifi, meeting and conference facilities, and fitness centers.
Distance: Search for hotels within a maximum distance from your searched location.
Once you have filtered your hotel options, you can view the options using Map View (the default view showing both a list of hotel options and a map of the options) or List View. Using Map View, you can view the hotel options in groups (Figure 2). When you zoom in to the grouped options, the groups expand into individual options. When you zoom out, the hotel options are again grouped.
View a hotel option’s rooms and hotel details, as well as any information about special rates, by selecting the name of the hotel, or choosing View Rooms to the right of the row (Figure 3). Special rates* may include AAA, AARP, Senior, and Government rates (Figure 4). If you use a Government rate, you are required to show your government work ID when you check in to your hotel. (*Special rates are not enabled for all customers. If administrators want to enable these rates for their organization, they should reach out to their customer success manager.) Also note that if your organization has enabled travel rewards, your trip may make you eligible to earn rewards that you can redeem for personal use on a variety of services.
Figure 2. Grouped hotel options in Map View
Figure 3. Select a hotel to view room and hotel options
Figure 4. Hotel special rates
Earn hotel loyalty rewards
You may also be eligible to earn hotel loyalty points if you are a hotel loyalty member and select a room that is eligible for hotel loyalty points. When you select View Rooms, if a hotel has a rewards and loyalty program and has eligible rooms, a Rewards and Loyalty filter appears, as well as a Hotel Loyalty Points tag (Figure 5).
Figure 5. Earn hotel loyalty points
Confirm your selection by choosing Select Room.
When you get to the Review Itinerary & Book Hotel page, select or add traveler information in the Traveler Information section. You can also take several other actions:
You can apply a promo code if you have one (Figure 6). Note: Promo codes can only be applied to pay-now bookings, if the payment is collected at the hotel, the booking does not qualify to have a promo code applied to the stay.
Figure 6. Traveler Information section and Apply Promo Code field
If you have applied a Government rate to your booking, check the Government Rate Applied checkbox above the Reserve Hotel button. Checking this box shows that you acknowledge the discount details and agree to show your government work ID upon check-in.
Select Enable Rewards in the You Could Be Earning Rewards section at the top-right of the Review Itinerary & Book Hotel page (Figure 7).
Figure 7. You Could Be Earning Rewards window
Confirm your reservation. Note: At this point, the confirmation button that appears to complete your booking depends on the type of reservation you’re booking:
Book Hotel: Your reservation requires payment during booking and is within policy.
Reserve Hotel: Your reservation requires payment during check-in at the hotel and is within policy.
Request Hotel Approval: Your selection is out of policy; the reason the selection is out of policy appears above the Request Hotel Approval button, and your selection requires manager approval.
Book a hotel from the mobile app
From the mobile app home page, select Travel at the bottom-right of your screen, or select the hamburger menu at the top-left and then Travel.
Select Lodging.
Enter your destination and travel dates in the respective fields.
Select Search hotels.
Review the list of hotel options, and filter your search results as needed:
Price (available on Android and iOS): Set a minimum and maximum price, or show results within your company’s budget.
Star Rating (available on Android and iOS): Select hotels with ratings from 1 to 5 stars.
Guest Rating (available on Android and iOS): Select hotels with guest ratings from “Good” to “Wonderful”.
Hotel Brand (available on Android and iOS): Search for a hotel brand, or select one from the provided options. (Note: The Hotel Brand filter is available on iOS only at an individual hotel level, not a hotel chain level.)
Amenities (available on Android): Select hotels with your preferred amenities, such as free wifi, meeting and conference facilities, and fitness centers.
Distance (available on Android and iOS): Search for hotels within a maximum distance from your searched location.
Use the map or list of hotel options to find a hotel that meets your needs (Figure 8). If you select a hotel option, a Hotel Details page opens. Scroll down to the Room Rates section to review the available rooms for that hotel (Figure 9).
Figure 8. Map and list of hotel options for your hotel search
Figure 9. Hotel Details, Room Rates
Choose Select Room for the room you want to book. This takes you to a confirmation page.
Select Book Hotel to confirm your reservation.
Manage your hotel booking
Once you have booked a hotel, take the following steps to modify your reservation. (As an alternative, you can also email an agent at reservations@travelbank.com to modify or cancel your reservation.)
Manage your hotel booking from the web
Select Travel from the navigation menu.
Scroll down to the Trips section > Upcoming tab.
Select Modify for the hotel reservation you’d like to make changes to. This brings up a chat window where you can work with an agent to modify or cancel your reservation.
Manage your hotel booking from the mobile app
From the mobile app home page, select Travel at the bottom-right of your screen, or select the hamburger menu at the top-left and then Travel.
Select Trips.
Select Modify for the booking you’d like to make changes to (Figure 10). This brings up a Modify Trip dialog (Figure 11) with options to Live Chat (24/7) or Call an Agent.
Figure 10. Trips section, Modify hotel reservation button
Figure 11. Trips section, Modify Trip options
Cancel your hotel reservation
Cancel your hotel booking from the web
Select Travel from the navigation menu.
Scroll down to the Trips section > Upcoming tab.
Select Cancel for the hotel reservation you’d like to cancel (Figure 12).
Figure 12. Cancel trip button
Cancel your hotel booking from the mobile app
From the mobile app home page, select Travel at the bottom-right of your screen, or select the hamburger menu at the top-left and then Travel.
Select Trips.
Select Cancel for the booking you’d like to cancel (Figure 13).
Figure 13. Upcoming Trips tab, Cancel option for a hotel reservation
Frequently asked questions
Need help?
If you need help, contact the support team:
From the web app: Select the Help & Support icon at the top-right (that is, the question mark icon) and select Chat With Us.
From the mobile app: Open the navigation menu and select Chat With Us.
Publish date: December 27, 2023
Last update: December 29, 2025