Frequently asked questions

How do I get a copy of my e-mail confirmation?
Add reservations@shop.neworleans.com and customerservice@shop.neworleans.com to your address book or safe sender list in your e-mail program. This will ensure that our e-mail reaches you successfully.

How do I modify or cancel my hotel reservation?
To change the date of your stay or cancel your existing hotel reservation you must call one of our customer service specialists at (855)-639-6756 (within the United States) or (504) 309-1648 (international or in New Orleans). Please have your confirmation number ready when you call. You CANNOT modify or cancel your reservation via e-mail.

How can I change my bedding type or my smoking preference?
To change this information, call one of our customer service specialists at (855)-639-6756 (within the United States) or (504) 309-1648 (international or in New Orleans).

Although your room is guaranteed, please be aware that specific smoking and bedding-type preferences are requests only and are not guaranteed by the hotel. Though we will pass on this information to the hotel, the hotel front desk may assign your room type at check-in based on room-type availability at that time.

How do I get a receipt?
When you purchase a room, show or other product from us we automatically send you an e-mail confirmation, which will show everything that was charged to you by NewOrleans.com. You can use this as a receipt for your records.

How late can I check in to my room?
You are guaranteed for late arrival, which means that you can check in to your room any time after check-in time and before 11:59 p.m. CDT on your assigned check-in date.

If you plan to arrive after 11:59 p.m. CDT on your assigned check-in date, you must call one of our customer service specialists at (855)-639-6756 (within the United States) or (504) 309-1648 (international or in New Orleans) so we can extend your check-in deadline with the hotel.

Important note: If you check in after 11:59 p.m. CDT of your assigned check-in date and you have not notified NewOrleans.com of a later arrival by phone before that deadline, the hotel may consider your entire reservation as a no-show. Once your reservation has been designated as a no-show your entire reservation will be canceled. Once your reservation has been determined as a no-show it is non-refundable.

What are your cancellation policies?
Our cancellation policies differ by the type of product you purchase.

All our policies can be found by clicking on the Terms & Conditions link near the bottom of one of our billing information pages. The billing information page is the page where you provide your name and other billing information when making an online purchase.

Why isn't NewOrleans.com listed on my credit card statement?
In most cases, NewOrleans.com will appear on your credit card statement for your NewOrleans.com order. However, in some cases you will be billed by one of our service providers. This is all in an effort to ensure our customers have the best room selection and availability.

How long does it take to process a refund?
Your refund is immediately processed through our accounting department. It is then forwarded to your credit card company.

The issuing bank on your credit card is ultimately responsible for how soon it will show up on your statement. Usually, your refund will appear on your statement in one to two billing cycles. The maximum time allowed for a refund is four to six weeks.

How do I find out more information about a specific hotel, show, tour, nightclub, golf course or restaurant?
NewOrleans.com provides detailed, up-to-date expert information about all the products we offer on our Web site.

For more information about a specific:

• Hotel
• Tour
• Nightclub
• Restaurant