Hotel and Car Award rules

Hotel and Car Awards rules

• United Air Lines, Inc. (“United”) has engaged EzRez Software, Inc (“EzRez”), a third party provider, to host this hotel and car award redemption website (the “Site”). EzRez has engaged Connexions Loyalty Travel Solutions, Inc. (“Connexions”) to act solely in the capacity as agent for suppliers of hotel stays and car rentals to provide members of Mileage Plus® Program (“Members” or “you”) with the ability to redeem Mileage Plus miles for Hotel and Car Awards through the Site (the “Program”). United, EzRez, and Connexions together with their respective officers, directors, employees, representatives, affiliates, agents, representatives and licensors shall be referred to collectively herein as the “Covered Parties”.
• Redemptions must be made through the website http://hotelandcarawards.mileageplus.com. Reservations may be made using Mileage Plus miles or a combination of miles and money. Money portion must be paid via a major credit card.
• Reservations made through the Site for hotel stays and car rentals may be cancelled or changed subject to the policies of the hotel property or car rental company by cancelling online or calling Customer Service. In some instances, cancellations and changes will not be available or permitted. Changes may not be made 24 hours prior to check-in or pick-up. Changes to the name of the traveler will not be accepted within 48 hours of check-in.
• Cancellations may be made online by visiting My Reservations on united.com, viewing the itinerary details, and clicking “Cancel itinerary.” You must be logged into your Mileage Plus account to view your itinerary. Cancellations will be subject to the policies of the hotel property or car rental company and may be subject to additional fees specified by United. These fees are subject to change at any time without notice.
• Changes to hotel or car award reservations are not available online. However, cancellations may be made online subject to the policies of the hotel property and/or car rental company, and new reservations may be made through the Site.
• Cancellations or changes made by calling Customer Service will be subject to the policies of the hotel property or car rental company and additional call center fees. The call center cancellation or change fee is $35 for hotel or car award reservation or $75 for combined hotel and car award reservation. These fees are subject to change at any time without notice. To make a cancellation or change, call Customer Service at 1-800-201-5741 within the United States or 1-208-429-2371 outside the United States.
• Any penalties and/or fees must be paid with money via a major credit card. In the case of a Miles & Money booking, the money portion paid will be applied to the penalty and fee amount and any remaining balance paid via a major credit card.
• Refunds, when available, will made in the original form of payment less any fees and charges where applicable.
• For Customer Service, call 1-800-201-5741 within the United States or 1-208-429-2371 outside the United States. Customer Service hours of operation are:
  
  • 8 a.m. to 8 p.m. Central Time, Monday to Friday
  • 8 a.m. to 4 p.m. Central Time, Saturday and Sunday
  • Closed on the following days: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve Day, and Christmas Day
• If applicable, any fees or redemption-associated charges will appear on your credit card statements as “tripcharges.com”. Any charges incurred through Connexions will appear on your credit card statements as “tripcharges.com”. Charges may also show from the hotel property and/or car rental company on your credit card statements.
• Hotel and Car Awards are available to all Members. United reserves the right to revise Member eligibility. Each Member must have sufficient Mileage Plus miles in his or her account to complete the miles portion of his or her transaction.
• Certain Members may receive preferential pricing. Pricing is subject to change without notice.
• Redemptions may only be made from a single account per transaction. You may not combine miles from two or more accounts on a single transaction.
• All international itineraries require a valid passport. If required, a visa must be obtained prior to departure and is the sole responsibility of the traveler. Visa policies vary by country.
• Children under the age of 18 traveling internationally without one or both of their parents must carry a notarized letter of permission from the absent parent or parents. Parents should contact a local notary public for details.
• Credit earned in any loyalty, recognition, or rewards program is at the discretion of the hotel property or car rental company.

Hotel award rules

• Hotel stay reservations are available through preferred suppliers of Connexions and may not be available for all locations and destinations.
• Hotel stay reservations may be made using Mileage Plus miles or a combination of miles and money. Money must be paid via a major credit card.
• Hotel reservations made through the Site may be cancelled or changed subject to the policies of the hotel property by cancelling online or calling Customer Service. In some instances, cancellations and changes will not be available or permitted. Changes may not be made 24 hours prior to check-in or pick-up. Changes to the name of the traveler will not be accepted within 48 hours of check-in.
• Cancellations may be made online by visiting My Reservations on united.com, viewing the itinerary details, and clicking "Cancel itinerary." You must be logged into your Mileage Plus account to view your itinerary. Cancellations will be subject to the cancellation policies of the hotel property and may be subject to additional cancellation fees specified by United. These fees are subject to change at any time without notice.
• Changes to hotel award reservations are not available online. However, cancellations may be made online subject to the policies of the hotel property, and new reservations may be made through the Site.
• Cancellations or changes made by calling Customer Service will be subject to the policies of the hotel property and additional call center fees. The call center cancellation or change fee is $35 for hotel award reservation or $75 for combined hotel and car award reservation. These fees are subject to change at any time without notice. To make a cancellation or change, call Customer Service at 1-800-201-5741 within the United States or 1-208-429-2371 outside the United States.
• Any penalties and/or fees must be paid with money via a major credit card. In the case of a Miles & Money booking, the money portion paid will be applied to the penalty and fee amount and any remaining balance paid via a major credit card.
• Refunds, when available, will made in the original form of payment less any fees and charges where applicable.
• Any charges for incidentals that you incur while traveling are not included in your original reservation and must be paid by you directly to the hotel property. These charges may include but are not limited to resort fees, hotel energy surcharges, parking fees, babysitting, room service, telephone fees, internet usage fees, in-room movies, mini-bar charges, use of fitness center, gratuities, and other incidentals. Payment for such additional charges must be made in currency, not miles, via a major credit card or similar form of payment, as required by the hotel property.
• In the event of an involuntary change due to weather, war, terrorism, epidemic outbreak, natural disaster, acts of civil unrest, or other acts of God, fees may be waived at the discretion of the hotel property.
• Policies for children vary by hotel property. Child benefits may be extended to you should a hotel property offer such benefits. You will be required to enter the ages of your children when you begin your search.
• Due to hotel property policies applicable to our preferred rates, your name may not be provided to the hotel property until 24 hours prior to your arrival. Please contact Customer Service for any special requests.
• Special requests made to hotel properties are on a request-only basis and cannot be guaranteed. Fees and charges may apply, depending on the service request.
• The hotel property may require a major credit card, in one of the guests' names, or a cash deposit upon check-in. Valid ID is required at check-in.
• Reservations do not include services not specified in the reservation confirmation.
• Every reasonable attempt will be made to notify guests of hotel property renovation or refurbishment; however, the Covered Parties shall not be liable for non-disclosure by the hotel property.

Car rental rules

• Car rental reservations are available through preferred suppliers of Connexions and may not be available for all locations and destinations.
• Car rental reservations may be made using Mileage Plus miles or a combination of miles and money. Money must be paid via a major credit card.
• Car rental reservations made through the Site may be cancelled or changed subject to the policies of the car rental company by cancelling online or calling Customer Service. In some instances, cancellations and changes will not be available or permitted. Changes may not be made 24 hours prior to check-in or pick-up. Changes to the name of the traveler will not be accepted within 48 hours of check-in.
• Cancellations may be made online by visiting My Reservations on united.com, viewing the itinerary details, and clicking “Cancel itinerary.” You must be logged into your Mileage Plus account to view your itinerary. Cancellations will be subject to the policies of the car rental company and may be subject to additional fees specified by United. These fees are subject to change at any time without notice.
• Changes to car award reservations are not available online. However, cancellations may be made online subject to the policies of the car rental company, and new reservations may be made through the Site.
• Cancellations or changes made by calling Customer Service will be subject to the policies of the car rental company and additional fees. The call center cancellation or change fee is $35 for car award reservation or $75 for combined hotel and car award reservation. These fees are subject to change at any time without notice. To make a cancellation or change, call Customer Service at 1-800-201-5741 within the United States or 1-208-429-2371 outside the United States.
• Any penalties and/or fees must be paid with money via a major credit card. In the case of a Miles & Money booking, the money portion paid will be applied to the penalty and fee amount and any remaining balance paid via a major credit card.
• Refunds, when available, will made in the original form of payment less any fees and charges where applicable.
• Car rental reservations are based on 24-hour periods and may be subject to additional fees depending on time of return, including but not limited to hourly rental charges which will be billed directly to you by the car rental company. Payment for such additional fees must be made in currency, not miles, via a major credit card or similar form of payment, as required by the car rental company.
• Charges for optional services such as insurance waivers, additional insurance, fuel, additional or underage drivers, special equipment, car class upgrades, and so forth are not included in your original car rental reservation and must be paid in currency, not miles, via a major credit card or similar form of payment, as required by the car rental company.
• Geographic restrictions may apply.
• Renters must be 25 years of age and have a valid driver’s license, major credit card, and good driving record. Drivers must present valid driver’s license.
• One way rentals are not permitted. All rentals must be returned to the location of pick-up.
• Special requests made to car rental companies are on a request-only basis and cannot be guaranteed.
• Credit earned in any loyalty, recognition, or rewards program is at the discretion of the car rental company.
• Car rental companies reserve the right to deny rental due to past driving record.
• For International car rentals:
• Rentals include unlimited mileage, taxes and fees, and Collision Damage Waiver insurance. Reference the “Rate details” on the Review page to see all items that are covered.
• Note that some taxes and fees must be paid directly at the counter upon pick up as suppliers are not legally allowed to receive payments for such items. These may include but are not limited to local tax, environmental tax, road tax, airport taxes, additional drivers, or other optional items.
• A car rental voucher is required and must be presented at the rental counter. Failure to present your voucher means you may be responsible for any additional charges.
• Some countries may require two (2) credit cards when picking up a higher class vehicle. The countries include but are not limited to: Italy, Denmark, France, Greece, Iceland, Spain, and Switzerland. The higher class vehicles include: Full Size Standard and Elite, Premium Standard & Elite, Luxury Standard & Elite, Oversize and Special.
• Taxes, fees, surcharges, and rates are subject to change without notice.

Disclaimers

• These terms and conditions are subject to change without notice. Other restrictions may apply.
• United, at any time and its sole discretion, may adopt, modify or remove terms and conditions, including but not limited to pricing and eligibility, regarding the Program at any time. United has the sole right to interpret and apply the terms and conditions of the Hotel and Car Awards Program as determined by United.
• Miles redeemed under the Hotel and Car Awards Program are subject to the rules of the Mileage Plus program. United, its subsidiaries, affiliates and agents are not responsible for any products and services of other participating companies and partners. United and Mileage Plus are registered services marks. For complete details about the Mileage Plus program, visit http://www.united.com/programrules.
• Miles referred to are not actual miles, but represent credits in the United Mileage Plus program. No cash value equivalent.
• All suppliers providing hotel stays and car rentals under the Hotel and Car Awards Program are independent contractors and are not employees of the Covered Parties.
• NONE OF THE COVERED PARTIES OR ANY OF THEIR AGENT(S) SHALL BE HELD LIABLE FOR, AND MEMBER HEREBY WAIVES ANY CLAIM AGAINST THE COVERED PARTIES AND THEIR AGENT(S) FOR ANY LOSS OF OR DAMAGE TO PROPERTY , ANY INJURY TO PERSON, OR ANY OTHER LOSS OR DAMAGE CAUSED BY REASON OF ANY DEFECT, FAILURE, NEGLIGENCE OR OTHER WRONGFUL ACT OR OMISSION, OF ANY HOTEL PROPERTY, ANY CAR RENTAL COMPANY, ANY OTHER THIRD PARTY PROVIDING SERVICES UNDER THE HOTEL AND CAR AWARDS PROGRAM, OR ANY EMPLOYEE OR AGENT THEREOF. IN NO EVENT SHALL ANY PARTY BE LIABLE FOR CONSEQUENTIAL, INDIRECT, OR SPECIAL DAMAGES.
  

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