General Questions | Payment Questions | Active Rewards | Customer Support Questions | Meetings and Event Planners | Travel Administrators


GENERAL QUESTIONS

PAYMENT
ACTIVE REWARDS
CUSTOMER SUPPORT
MEETINGS AND EVENT PLANNERS
TRAVEL ADMINISTRATORS

 

 

What are the terms and conditions for using this website?
Our Site Terms and Conditions can be found here.

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TRAVEL QUESTIONS

Who is Active?
As used on this travel website, Active refers to the travel department of Active Media Services, Inc. d/b/a Active International. Active's travel department has over 25 years of travel experience and a fully staffed reservation and meetings department.

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What is Corporate Trading?
Active is a corporate trading company. Corporate trading is the name used to describe business transaction in which Active enters into trading, like kind exchanges, cross purchase transactions and other similar business transactions, including issuing and/or accepting trade credits, to provide customized business solutions to its clients. Such transactions may include the issuance of Trade Credit by Active which is usable by the holder in connection with the purchase of goods and services reasonably available to Active as a trading company subject to the terms of the trading agreement between Active and such holder.

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Is this Website Open to the Public?
No, this website is only available to clients of Active, and at the discretion of Active, designated employees, friends and family of Active or its clients. At all times, use of this website is at the discretion of Active, and Active reserves the right to discontinue use at any time

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Why Don't I See any Discounts?
This is a unique travel site which provides Trade Credit holders of Active the opportunity to purchase their travel needs with Trade Credit. Travel is available for purchase at the prevailing rates available to Active at the time of reservation request.

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What is the Portfolio?
The Portfolio is a convenient to use listing of the hotels, resorts and cruises that constitute the core holdings of Active's travel offerings and is an alternative way to search for your travel on this website. While we try to make all of our the travel offerings available as soon as possible, if you do not see a hotel, resort, cruise or other travel service that you want, please feel free to contact Active to inquire if it is available.

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How does the Portfolio Work?
The Portfolio is easy to use and works like an electronic book. You can take a quick tutorial to learn how the Portfolio works. On the landing page, click on “See How It Works? to start your tutorial.

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How do I use this Website?
You can take a tutorial to learn how this website works, including how you can use Trade Credit to pay for your travel selections available on this website. On the landing page, click on “See How It Work? to start your tutorial

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Can I make a reservation online?
Yes. You can search for your destination and make your reservation on this website. Please note, however, so that we may provide the highest level of customer care, certain hotels and cruise lines may only be booked with one of our travel specialists. In such case, you can submit a booking request to one of our travel specialist who will contact you promptly to review and assist you with your request. Meetings can not be booked on line, but you can requested a meeting on line by clicking the icon “Request a Meeting” and one of our meeting specialists will contact you promptly to discuss your meeting needs

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How will I know my reservation is confirmed?
After you have finalized and paid for your booking on the website, you will reach a “Confirmation Page” which will list your confirmed booking. At this time you may print your confirmation and a confirmation will also be sent to you by email to the e-mail address you provided when you signed up for the website. Please provide your confirmation number at check-in and have your confirmation available if needed. When you receive your confirmation, please be sure to review it carefully. If you note any errors, please contact Active as soon as possible at 1-800-852-8864 or 1-845-732-8896 or via email at reservations@activeinternational.com

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I don't see my hotel? Why doesn't Active Travel offer all hotel properties?
While Active is staffed with experienced travel professionals, it is not a travel agency. Active is a corporate trading company, which acquires its travel inventories by entering into trading transactions with travel providers. This is the reason why we are able to accept Trade Credit usage as partial payment for travel purchased on this website. While we endeavor to maintain a diverse selection of travel offerings in our Portfolio, if you do not find what you want, please contact us at our reservation hotline at either 1-845-732-8896 or toll-free at 1-800-852-8864 or via email at reservations@activeinternational.com, so that we may better understand your travel needs.

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Are there any blackout dates or restrictions when I book travel on the Active Travel Website?
Certain blackout dates, limitations and/or restrictions may apply depending on the terms of our agreements with travel providers. We will advise you of any applicable blackout dates and/or restrictions prior to purchase.

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What is the hotel's cancellation policy?
We endeavor to provide the Hotel cancellation policy to you on this website. Since the Hotel may change its cancellation policy at anytime, you are responsible for verifying with the Hotel its current cancellation policy. Please note that your booking may be non-cancelable by reason of the Hotel's cancellation policy or the terms of any Promotion offered by Active on this website. No cancellation of your reservation can be made on-line.

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Why are cruises and some hotels only available on-request?
So that we may provide the highest level of customer care, cruise lines and certain hotel properties require Active to fulfill travel requests in person and to make bookings through a designated cruise or hotel contact.

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What if I need to cancel or make changes to my itinerary?
If you wish to cancel your booking, you must comply with the Hotel's applicable cancellation policies, which are subject to change by Hotel at any time. While we make reasonable efforts to provide you with the Hotel's cancellation policy, since the Hotel may change its policies at any time, you are responsible for verifying with the Hotel its current cancellation policy. Please note that your booking may be non-cancelable by reason of the Hotel's cancellation policy or the terms of any promotion offered by Active on the website. You may contact Active's travel department with your cancellation request, however we require at least 3 business days prior notice from any required hotel cancellation date. If you can not provide us with sufficient notice, or you need to cancel immediately to comply with the hotel's policy and avoid penalties, you must contact the Hotel directly to cancel your booking and receive a valid Hotel cancellation number. You must provide this cancellation number to us promptly or you will continue to be charged in full by us for your booking. If we receive a valid hotel cancellation number, subject to any cancellation penalty required to be paid by you, we will promptly adjust any payments paid or payable by you to us.
If you want to modify your booking, you must contact one of our reservation specialists who will be happy to assist you with your request. No cancellation or modification of your reservation can be made on-line.

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Can I Earn Loyalty or Reward points from the Hotel?
If you are enrolled in a Hotel's loyalty or rewards program, most Hotel's will provide you with loyalty or reward points for hotel purchasers made through Active Travel's website provided that you provide at the time of check in your membership information and request your award of loyalty or reward points for your stay.

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Where does the hotel room rate come from?
The hotel rates that you see on this website are prevailing rates available to Active at the time of reservation request from the various hotel's websites and are provided on this website by SABRE, our global distribution system. The prevailing rates generally exclude any membership or affiliation rates, such as AAA, or military rates, AARP, which rates are not available to Active or on this website as well as other special rates that may not be available to Active. Your Trade Credit usage is applied against the prevailing rates provided on this website.

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Is there a fee for using this Website?
Except for a small processing fee when we collect and process your taxes on this website, Active does not charge any processing fees. See also “What am I required to pay Hotel?

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Where can I find a list of all your Travel offers?
For your convenience, you may view or print a Complete Travel Portfolio from the Login Page, or from the tool bar on the Home Page.

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PAYMENT QUESTIONS

What is a Trade Credit?
A Trade Credit is a non-monetary credit issued by Active that may be usable to pay partially or all of the costs payable to Active on this website for travel. It is not redeemable for cash. The amount of Trade Credit usable by the holder is determined by your company's trade agreement with Active. The website automatically calculates the amount of Trade Credit available for your use. In addition, at the discretion of Active, Active may offer Promotions to increase the percentage of Trade Credit usage. Please refer to your trade agreement for specific terms and conditions of usage for Trade Credit.

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How do I know my Trade Credit Balance?
Your company's balance of Trade Credits is available through your company's travel administrator.

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What if I don't have enough Trade Credits to complete the purchase?
You will not be able to complete a purchase if you do not have sufficient Trade Credits. Instead, you will be provided the opportunity to send a request to Active Travel and a travel specialist will verify the Trade Credit available and offer to complete your travel request if there is sufficient Trade Credit. We will also notify your travel administrator of any Trade Credit deficiencies.

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How Much Trade Credit Can Be Used?
The amount of Trade Credit usable to pay (partially and/or in full) for travel on the website is determined by the terms of your trade agreement with Active. For corporate clients, Trade Credit usage is generally usable to pay for up to 25% of the payments payable to Active on this website. On the website's landing page Active may provide, from time to time, and in its sole discretion, “Promotions” which may be used to increase Trade Credit usage. For our media vendors and other suppliers that hold Trade Credit, the terms of your trade agreements with Active generally provide usage of Trade Credit at an agreed upon ratio to purchase and pay for travel. In all instances, when a user logs on to the website, the terms of your trade agreement with Active are retrieved from our data system and Trade Credit usage is made available pursuant to the terms of your trade agreement.

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How do I calculate Trade Credit Usage?
If your travel product is purchasable on this website, at any time prior to purchasing your travel product, you can click on the “See Trade Credit Usage” icon which will automatically determine the amount of Trade Credit usable by you in connection with your purchase If a Promotion is available, you may be able to get additional Trade Credit usage. Simply insert the Promotion code in the box provided at the time of checkout, and any additional Trade Credit usage will be automatically calculated. If the travel product is only available on request, such as a meeting, certain hotels/resorts, cruises, after you submit your on line request, when our travel specialist contacts you, she will discuss with you the percentage of Trade Credit usage available for the applicable travel product requested.

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When do you charge my credit card for a travel reservation?
Unless other arrangements have been made with Active, at time of purchase you will be required to provide your credit card information to complete your purchase, which will be processed at the earlier of (i) your time of travel, or (ii) 30 days from your purchase on this website.

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What is a Promotion and a Promotion code?
From time to time Active Travel may make available to Trade Credit holders certain specials at designated properties, including, but not limited, for our vendors paying entirely in Trade Credit, better ratios for Trade Credit usage, and/or for our corporate clients paying in cash and Trade Credit, additional Trade Credit usage. Some promotions may require booking with a travel specialist to receive the promotion benefit. When a promotion code is provided for a promotion you can insert it in the promotion code box at time of check out to get the promotion benefit. Please remember to check for the promotions on our landing page which can be accessed at any time by clicking on “Home” on the top toolbar as we change them often. Unless otherwise indicated, promotion codes are limited to on-line purchases only and only one promotion code may be used per purchase

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How do I get more Trade Credits?
For our corporate clients, Trade Credits are issued by Active to your company pursuant to a corporate trading transaction. Your company can acquire additional Trade Credit by entering into an addendum with Active to its existing corporate trading agreement. Please contact Active for further information and we will be happy to assist you.

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What am I required to pay to the hotel?
Hotel accommodations marketed on our website are offered pursuant to two different models. Under the first model, you will pay Active the prevailing room rate available to Active at the time of reservation request, including estimated state and local room taxes and a service fee to cover Active's costs of processing and handling the payment of your room taxes (this is referred to on the website as the “Estimated Taxes and Service Fee”). We provide an estimate of such state and local room taxes based on tax rate information that has been provided to us by the hotels or which we reasonably expect the hotels to charge. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. Active makes reasonable efforts to ensure that the estimated tax rates charged through this website are accurate. If you pay to Active the Estimated Taxes and Service Fee, you will have no liability to Active should additional room taxes be due in respect of your room rate beyond what you are charged upon completing your transaction for the room and room nights booked through the website. In the unlikely event that actual tax rates are in fact lower than the estimated tax rates charged through this website, Active will retain the difference as part of its service fee.
Under the second model, you will pay Active the prevailing room rate, excluding room taxes. When room taxes are excluded, i.e. required to be paid by you directly to the hotel rather than to Active on the website, you will be required to pay all such applicable room taxes directly to the hotel at checkout. In this case, we will still provide to you estimated state and local room taxes based on tax rate information that has been provided to us by the hotels or which we reasonably expect the hotels to charge (this is referred to as “Estimated Taxes” on the website”). We do not include any service fee with respect to Estimated Taxes, which are not paid to Active. While Active makes reasonable efforts to ensure that the estimated tax rates are accurate, the actual state and local room taxes charged by the hotel and required to be paid by you may vary.
Please be aware that you (and/or any guests) may also incur charges at hotel(s) that are not payable to Active or included in your quoted price on the website which nonetheless are your sole responsibility and must be paid by you directly to the hotel at the time of check-out in accordance with the hotel's prevailing policies(s), including, without limitation, any other governmental charges or taxes, any resort fees/service charges, charges for food and beverage, extra-person or extra-bed charges, gratuities, hotel energy surcharges, parking fees, internet, wi fi, telephone fees, room service, movies, mini-bar, transfers/transportation, and any other incidentals, all of are required to be paid by you directly to the hotel at time of check out in accordance with each hotel's prevailing policies. For this reason, you will be required to provide the Hotel with a valid credit card at time of check-in.

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Why am I required to present a credit card when checking into a hotel?
Please be aware that you (and/or any guests) may also incur charges at hotel(s) that are not payable to Active or included in your quoted price on the website which nonetheless are your sole responsibility and must be paid by you directly to the hotel at the time of check-out in accordance with the hotel's prevailing policies(s), including, without limitation, any other governmental charges or taxes, any resort fees/service charges, charges for food and beverage, extra-person or extra-bed charges, gratuities, hotel energy surcharges, parking fees, internet, wi fi, telephone fees, room service, movies, mini-bar, transfers/transportation, and any other incidentals, all of are required to be paid by you directly to the hotel at time of check out in accordance with each hotel's prevailing policies. For this reason, you will be required to present a valid credit card at time of check-in.

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How can I be sure my credit card information is secure?
Our server uses Secure Sockets Layer (SSL) technology to create an encrypted connection between itself and your browser. In this process, your browser identifies itself as capable of handling this type of transaction and both the browser and the server verify each other's credentials with a third-party agency that confirms that both sides of the conversation really are who they say they are. This is the same type of technique your bank uses to transfer millions of dollars between itself and other banks every day. Furthermore, we don't' store any credit card information, we simply pass all information to Paypal which acts as our payment gateway and takes care of all credit card processing.

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ACTIVE REWARDS

What are ACTIVE Rewards?
ACTIVE Rewards are non-monetary reward points which will be issued by Active to members of Active's travel rewards club. ACTIVE Rewards are intended to be used for the purchase of leisure travel for personal use, similar to the rewards and loyalty programs of other hotels. The terms and condition of ACTIVErewards will be rolled out in the near future.

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CUSTOMER SUPPORT

How do I contact Active Travel?
You may contact us by calling our toll-free reservation hot line toll free 1-800-852-8864 or 1-845-732-8896 or via email at reservations@activeinternational.com . Our normal business hours Monday through Friday 8:30 am to 5:30 pm EST.

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How do I contact Active Travel?
You may contact us by calling our toll-free reservation hot line toll free 1-800-852-8864 or 1-845-732-8896 or via email at reservations@activeinternational.com Our normal business hours Monday through Friday 8:30 am to 5:30 pm EST, excluding holidays

How can I learn more about Active Travel?
You can learn more about Active Travel at our main corporate website, www.ActiveInternational.com . Also, you may call a travel specialist at 1-800-852-8864 or 1-845-732-8896 to learn more.

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How do I enroll in the ActiveREWARDS Travel program?
We are currently establishing a rewards program for individual leisure purchases of our travel products. We should be rolling out this program in the near future. We will announce the program on the website so you will not miss it.

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Can Travel Goods and Services Be Re-sold?
No, our travel products are not available to the general public and can not be resold, auctioned or transferred. Confirmations are only valid for the Traveler named in the confirmation. Changes to a confirmation may only be made by contacting Active Travel at 1-800-852-8864 or 1-845-732-8896.

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Can I share my Active Travel savings information with my local retailer?
No. The travel goods and services available from Active Travel are not available to the general public and the savings provided to you via Trade Credit usage are considered confidential information.

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How do I update my account?
You may update your account by logging onto the Active Travel Website and clicking the “My Account” link.

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MEETINGS AND EVENT PLANNERS

My company uses an outside Travel Agent. Can I still book a meeting through Active?
Yes. There is no service fee or commission to utilize our travel products. We work with your existing in-house travel department and outside travel agents. We offer a value added service to our clients which is easy to use and provides savings through Trade Credit usage or trading.

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How will I know if I got the best rates and concessions for my meeting?
After we approve your meeting towards the program, either your internal travel team or your travel agent will negotiate the rates and concessions directly with the hotels. This way you will know you are receiving the best rates. We also encourage you to follow your standard process, which may include submitting your group RFP to multiple properties to get comparable rates.

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Who oversees and maintains control of my meeting?
You or your travel agent will be in control of your meeting. Once Active has cleared and approved you as its client with the hotel, and verified that it has sufficient inventory for your meeting (this takes approximately 1 business day), we will introduce you or your travel agent directly to the hotel. You may then negotiate your meeting and group contract as you would normally do.

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How do I request a meeting?
You can request a meeting directly on our Site. Your request will be received by one of our meeting planners who will promptly contact you. You may also call us during normal business hours M-F 8:30am – 5:30pm at 1-800-852-8864

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Can I speak directly to the hotel?
Yes, we only ask that you do not contact the hotel prior to our establishing you as our client. Please understand, the hotel is also our client and has its own sales team. If you are an existing client or existing prospect with a hotel of ours (other than through our introduction), we generally can not provide the benefits of Trade Credit usage or trading for your meetings.

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Why don't you have every hotel?
We are a unique travel provider in that our hotels are also our trading partners. Consequently, our travel portfolio only includes hotels that have entered into trading agreements with us so that we can provide savings to you through Trade Credit usage or trading. We are constantly negotiating or renewing our agreements with hotel ownership groups, hotel brands and individual hotels so our hotel Portfolio is constantly growing and changing.

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Do I have to pay Active any commission or fees for meeting services?
No, there is no commission or fee payable to us for our services.

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Can I get a commissionable rate for my meeting?
All rates with our hotels are non-commissionable. If your travel agency normally remits its commission to you as part or your arrangement, we can assure you that your Trade Credit usage will generally be in excess of any such commission usually received for sleeping rooms. Unlike a commission, Trade Credit usage may also be available for the entire cost of your meeting.

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How is the process changed if I book a meeting with Active?
We have a simple process which varies very little from your normal process. To start, you pick the hotels you want to use from our Portfolio. We then clear you as our client with the hotels and verify inventory availability for your usage (this takes approximately 1 day). Then we introduce you to the hotels to negotiate your rates and group agreements as you normally would. Prior to executing your group agreement, we will mutually agree upon how best to implement Trade Credit usage. Generally, Active will act as your payment agent so that you will pay Active in cash and Trade Credit and Active, in turn, will pay the hotel. This will require you to add a short provision in your hotel agreement to such effect.

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How much Trade Credit can I use for my meeting?
The amount can vary, but we generally offer 25% Trade Credit usage on sleeping room rates, and in some instances can extend 25% Trade Credit usage to banquet food and beverage, meeting space costs, and in some instances, the entire cost of the meeting, i.e. all charges posted to the master account. It depends upon our agreement with the hotel. We will advise you at the time you choose the hotel of the available Trade Credit usages. From time to time we also offer specials for greater Trade Credit usage for featured hotels

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Where can I find information on meeting space at hotels available from Active?
For your convenience we have included for our Top Meeting Destinations information about the meeting space at the hotels. We will be expanding this in the future to include all of our hotels.

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What is the best way to work with Active to maximize Trade Credit usage?
We suggest that you provide us with as much information regarding your meeting needs as possible so that we can identify and match hotels from our Portfolio to meeting you needs. Since we are constantly adding to our Portfolio, if we are aware of your needs, we can try to secure hotels which meet them.

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TRAVEL ADMINISTRATORS

What is a Corporate Administrator?
A Corporate Administrator has been chosen by your company to have administrative rights over your account in the Active Travel website. The Corporate Administrator has the ability to create, enable and disable accounts, run usage reports, set user limits and create another Corporate Administrator.

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Can I control who has access to your website?
The Corporate Administrator can limit use of the website to administrative use, or you can provide access to selected employees.

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How do I add a Corporate User?
The Corporate Administrator can add users in the Manage Corporate – Users section of the website. Click Add User under this section and begin adding Users' information.

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Our Company has corporate travel guidelines for employees when booking hotel reservations. Can I control what the users have the opportunity to book?
Yes, the Corporate Administrator has the ability to link and delink hotels by star rating and hotel location. The Corporate Administrator will also set a total maximum spending limit for each user.

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My company uses a software program such as Cliqbook or Axiom to book transient stays. Can I still use hotels available from Active?
Yes, subject to review and approval from Active. If there are suitable hotels for your transient use, and Active has sufficient inventory agreements for your usage, we can request a corporate rate and id from the hotel so that you can book it through your software program. Please contact us at 1-800-852-8864 or reservations@activeinternational.com to discuss in more detail with a Travel Specialist.

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How are trade credits applied to purchases?
Trade Credits are automatically calculated and applied to each purchase per your corporate agreement with Active.

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What if there is not enough trade credit to complete a purchase?
A purchase can not automatically be completed if your account has insufficient Trade Credit. Your travel request will be placed on request and a travel specialist will be in contact with you.

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What type of reports will I be able to get?
The Corporate Administrator will have access to detailed usage reports on line to determine who traveled, dates of travel, rates and percentage of Trade Credits applied. This information can be found in the Manager Corporate Section of the website.

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