Lodging

What is the process if lodging is cancelled on short notice due to illness, change in travel assignment, weather issues, or other unforeseen circumstances?

When the need to cancel a lodging reservation at the last minute arises, it is important to be familiar with the hotel’s cancellation policy.

• Some properties include short-notice cancellations in their policy, but most require advance cancellation 24, 48, or even 72 hours prior to the check-in time.
• If the property does not allow last-minute cancellations, cancel the reservation directly with the hotel, and not in Concur.
• Last-minute cancellations in Concur do not generate a cancellation number, increasing the probability that the hotel will not receive the cancellation.
• It is important to contact the hotel as soon as the need to cancel is known.
• If you cancel early enough and there is enough time for the hotel to rent the room to someone else, properties will sometimes waive the no-show fee.
• If a cancellation doesn’t comply with the hotel’s policy and a no-show fee is charged, then the traveler should contact their agency Travel Coordinator(s) with the reservation information as soon as possible.
• The Travel Coordinator(s) shall contact the hotel and ask to speak to the hotel and/or front desk manager, explain the situation, and request a reversal of the no-show fee based on the unavoidable/unforeseen circumstances that are beyond the traveler’s control. It is at the hotel’s sole discretion to waive the fee.
• Given the circumstances, it is up to the traveler’s agency and supervisor to determine if there is a compelling business reason for the cancellation penalty/no-show fee.
• If the hotel is uncooperative, then the agency Travel Coordinator(s) may contact StatewideTravelProgram@dgs.ca.gov “Attention: Lodging Travel Specialist” to request escalation/intervention getting the no-show fee reversed. Please Note: The Statewide Travel Program makes no guarantee that this intervention will work.

In situations like this, travelers MUST make every attempt to cancel the reservation in compliance with the hotel’s cancellation policy. If a Travel Coordinator contacts the Statewide Travel Program regarding a no-show fee, and the traveler neither attempted to cancel the reservation nor checked in, it is highly improbable that the fee will be reversed.

What if I need to change an existing lodging reservation?

Pre-trip:

For any booked lodging in which you have not yet checked in, you can change the travel details online through Concur.

If it is a last-minute cancellation, please see the responses to the prior question.

During the Trip:

If a change needs to be made after you have already checked into your hotel and/or the trip is in progress, you will need to contact CI Azumano at 1 (877) 454-8785. Please ensure you communicate the change directly with the hotel as well.

Please see How to Change a Booking for more information.

Note: Change fees may apply, and you may incur additional transaction/service fees for agent assistance.

Can I add a hotel or car rental to an airline reservation after it is booked?

Please see How to Add to an Existing Itinerary for more information.

Note: If you book a hotel separately and do not add to an existing flight itinerary, your trip components cannot be consolidated into a single itinerary. You will have separate itineraries and be charged two transaction fees.

What is the Preferred Hotel Program?

The Preferred Hotel Program represents agreements between the Department of General Services and participating hotels to provide negotiated rates at or below those established by the California Department of Human Resources (CalHR).

By using this program, travelers will have access to Virtual Card Numbers (VCN) for reservation and payment (participating VCN agencies only), negotiated nightly rates, complimentary amenities and other guaranteed benefits.

What does it mean when a hotel says “Preferred” or “Most Preferred” in Concur?

• Properties listed as “Preferred” in Concur meet the following minimum requirements for Preferred Hotel Program acceptance.
  • No minimum or maximum stay requirements.
  • No deposit or advance purchase requirements.
  • No early departure fees.
  • Rates at or below those published by the California Department of Human Resources (CalHR).
  • Reservations booked solely through Concur or CI Azumano.
  • Seamless acceptance of Virtual Card Number (VCN) payments.
  • Special state government rates loaded in Concur and easy to identify by travelers.
• Properties listed as “Most Preferred” in Concur meet the minimum requirements above and provide additional amenities at no extra cost.

For more information about the Preferred Hotel Program, please see the Preferred Hotel Program section on the Lodging resources page of our website.

Why should travelers use hotels that participate in the DGS Preferred Hotel Program?

Travelers staying at Preferred Hotel Program properties enjoy negotiated rates and benefits. These include rates at or below the published federal General Services Administration (GSA) rates, acceptance of Virtual Card Numbers, complimentary amenities, flexible cancellation policies, last room availability, and more.

Am I required to book a “Preferred” or “Most Preferred” hotel?

No, it is not required to book properties in the Preferred Hotel Program; however, it is highly recommended to choose these properties over non-participating ones due to the value-added amenities they offer.

Are there Preferred Hotel Program properties outside of California?

With the State Administrative Manual (SAM) section 4117 mandate, will the State Controller’s Office deny reimbursement if the hotel bookings are not made through Statewide Travel Program’s authorized channels? (Applies to executive branch agencies only)

This depends on the nature of the travel and circumstances under which a hotel is booked outside of the Statewide Travel Program. Information on allowances and reimbursements can be found in CalHR’s HR Manual Online, Section 2203 for current reimbursement rates.

As a Travel Coordinator, what actions shall I take when my travelers are staying at a hotel?

Travel Coordinators have an important role within every agency, which is to be the primary liaison between agency travelers and the Statewide Travel Program. In managing internal agency travel, each Travel Coordinator should be:

• Providing direct support to travelers with lodging questions/issues.
  • Travelers should be verifying rates upon check-in, as rates sometimes change between booking and check-in.
  • Travelers should ALWAYS check out at the hotel's front desk to collect a complete folio for review/verification before leaving the property.
• Ensuring travelers are educated on proper travel procedures for their agency.
• Checking Conferma/SNAP to ensure VCN reservations contain receipts/folios.
• Ensuring travelers are proactively seeking your assistance BEFORE conducting travel.

I requested an ADA compliant room when booking through Concur, but when I got to the hotel, they had no record of this need. How do I make sure that my accessibility needs are met at the hotel?

Most hotel chains provide room rates in Concur for accessible or ADA-compliant rooms; however, travelers with accessibility needs may face obstacles when booking with Marriott brand hotels.

Currently, Marriott brand hotels do not load accessible or ADA-compliant room rates in Concur, unlike other hotel brands. Statewide Travel Program encourages travelers in need of an accessible or ADA-compliant room to select a property that has an accessible/ADA-compliant room specifically listed in Concur.

If a Marriott property is the only option, travelers must:

• Make sure that their accessibility preferences are listed in their Concur Travel profile.
• Be sure to request the accessible or ADA room preference on the Concur “review and reserve” page.
• After booking, reach out to the hotel directly to ensure that their reservation is showing the need for the ADA-compliant room. 

Please click here for detailed instructions on how to book an accessible or ADA-compliant room in Concur.

Can we load multiple credit cards for hotels in our Concur Travel profile?

Yes, please see “Setting up a Profile in Concur” starting at 5:31 minutes for details on how to add credit cards to a traveler’s profile.

What hotel charges are covered by the Virtual Card Number?

Charges covered by the Virtual Card Number are the nightly rate, taxes, resort fees (if applicable), and parking.

What options are there if a traveler doesn’t have a personal credit card, and their agency doesn’t participate in the Virtual Card Number program?

Reach out to your agency Travel Coordinator(s) to get information on applying for a travel advance.

Can a debit card be used to secure a room reservation?

While a debit card will work to secure a reservation or an incidental hold, it is not recommended because the opportunity for fraud is higher with a debit card. Additionally, if using a debit card, the hotel places a hold on the cardholder’s bank account for either the full amount of the stay or the full amount of the incidentals. This limits/freezes the funds available in the cardholder’s bank account and the hold will stay on the card for up to 5-10 business days, depending on the banking institution.

Is a personal credit card needed to reserve a reservation?

If your agency utilizes the Virtual Card Number program, a personal credit card is not needed for securing your reservation.

Note: A personal credit card is always required at check-in for incidental charges.

If your agency does not utilize the Virtual Card Number program, then it is necessary to use a personal credit card to secure your reservation. This is a standard of the hotel industry, and not simply a function of Concur.

Can a virtual card be deployed for a room block/conference rate?

Yes. A room block rate must be booked through the event’s link. There are two options for the traveler when booking a room block rate to have a virtual card deployed. Please note this is ONLY if your agency utilizes the virtual card program.

The first option is to book directly through the event link. Once the reservation is completed, the traveler should contact CI Azumano and provide them with the information for the reservation. CI Azumano will manually create a deployment for the virtual card.

Why are some hotels in Concur more expensive than on their hotel websites?

This depends on the rates the hotels load on the Global Distribution System (GDS), accessed via Concur Travel. If your travelers have relationships with specific hotels offering lower rates, forward the hotels’ information to StatewideTravelProgram@dgs.ca.gov. The Statewide Travel Program will contact the property to discuss options for loading the state rates into the GDS, making them visible to all travelers. 

What should I do if the conference I am attending has a special conference or hotel rate?

Conference rates are not loaded into the Global Distribution System (GDS); therefore, they won’t appear in Concur. First, check if the state rate is lower than the conference rate.

If the conference rate is lower, there are two options:

1. Booking a conference rate can be paid utilizing the virtual payment, if your agency participates in the Virtual Card Number program. Please refer to the “Can a virtual card be deployed for a room block/conference rate?” question in the previous section titled “Paying for Lodging.”
2. If your agency does not participate in the Virtual Card Number program, follow the conference instructions and book the hotel outside of Concur.

Remember, all executive branch agencies must adhere to CalHR policies regarding the maximum lodging amounts. A cost comparison is recommended to ensure compliance. 

What if a hotel offers a lower rate outside of Concur?

In situations where hotels offer lower rates outside of Concur, agency Travel Coordinator(s) should encourage travelers to find a comparable property with a lower rate listed in Concur.

When no alternative lodging options are available:

• If travel is more than 14 days away, the traveler should provide their travel information (property details, dates of stay, etc.) to their agency’s Travel Coordinator(s). The Travel Coordinator(s) should then send this information to StatewideTravelProgram@dgs.ca.gov, Attention: Lodging Travel Specialist. This allows the Statewide Travel Program to contact the property and rectify the situation before booking.
• If travel is less than 14 days away, the traveler shall book their reservation at the higher rate through Concur. They must then contact the property and request a rate adjustment to match the state rate. If the property lowers the rate, the traveler must obtain email confirmation of the rate change and bring a copy of the email with them when they check into the hotel. If the property does not lower the rate and the rate is above the CalHR reimbursement allowance, then the traveler needs to utilize the Excess Lodging Rate Request process (executive branch agency travelers only). Contact TravelManager@calhr.ca.gov for more information about the Excess Lodging Rate Request process.

How do I differentiate the “Government” from the “Military” rates in Concur?

The “Government” and “Military” rates are federal rates and are not intended for state business travel.

• Government rates require valid federal employee ID.
• Military rates require proof of active-duty military status.

Before booking either of these rates, you must contact the hotel directly to request approval for use as a state employee. If you book without prior approval, the hotel may increase the rate at check-in. These rates are negotiated between the hotel and the federal government. The Statewide Travel Program does not control or guarantee their availability or terms – approval is entirely at the hotel’s discretion.

State travelers should seek and book rates with the following terms in the rate name or description:

• State
• CA / California

What are the lodging reimbursement rates, and where can they be found?(Applies to executive branch agencies only)

Lodging reimbursement policies and rates are administered by CalHR. Please refer to CalHR’s HR Manual Online, Section 2203 for current reimbursement rates. Additional information is also available on CalHR’s Travel Program - Frequently Asked Questions page.

What if a hotel cannot be found at the state of California short-term lodging reimbursement rate? (Applies to executive branch agencies only)

If adequate lodging cannot be found at or below the short-term lodging reimbursement rates published by CalHR, the traveler may need to utilize the Excess Lodging Rate Request process, which is administered by CalHR. For information about this process and its requirements, visit CalHR’s Travel Program – Frequently Asked Questions or contact CalHR at TravelManager@calhr.ca.gov.

When is it okay to book a hotel outside of Concur? (Applies to executive branch agencies only)

Please review the State Administrative Manual (SAM) section 4117.3. Travelers must contact their agency Travel Coordinator(s) to receive permission to book outside of Concur. The traveler will need to be prepared with a business justification for booking outside of Concur. If you do not know who your travel coordinator is, please reach out to StatewideTravelProgram@dgs.ca.gov.

Why would a property not be available in Concur?

1. The property may have chosen not to take part in the Global Distribution System (GDS). The GDS is an online repository from where Concur and other online booking tools pull available inventory.
2. The property has been blocked for state use either due to health and safety concerns, or upon request by the agency.
3. The property is closed for renovations, or some other reason. When a property is closed for any length of time and is not accepting any reservations, the hotel’s information is removed from the GDS until the hotel reopens and ready to accept reservations.

What if the property I need is not listed in Concur?

If a needed property isn’t in Concur, travelers should choose a comparable one that is.

If no hotels are available, travelers should seek guidance from agency Travel Coordinator(s).