Frequently Asked Questions

Customer Support

Jetsetter has partnered with Secret Escapes to power our limited-time sales. For bookings that say “Powered by Secret Escapes,” the Secret Escapes team will be best suited to assist you. You can reach them between 8am – 6pm Eastern Time at 1-866-891-6350 or

If your booking is not powered by Secret Escapes, the Jetsetter support team will be happy to help you! You can reach us between the hours of 10am – 6pm Eastern Time, Monday through Friday, at

What is Jetsetter?

Think of Jetsetter as your well-traveled friend, the one you call when you need advice on where to go, where to stay, and what to do when you get there. We serve up stories and images to inspire your next adventure and then give you the tools you need to plan it. We also hook you up with some pretty sweet travel deals.

What is the Jetsetter Verified Stamp?

Our Jetsetter Verified stamp means that a member of our team of editors and correspondents has visited the property, verified it, and written the review you're reading. When the event is Jetsetter Verified, we stand fully behind our representation of the property. We'll let you know what the experience is really like and why it's worthy of being visited by a Jetsetter.

What is Jetsetter Approved?

We’re a small team, so we can’t get to all of the hotels we want to introduce you to as quickly as we’d like. The Jetsetter Approved stamp means that although we haven’t yet stayed, a hotel still meets our criteria—it has a big personality, great style, and a sense of place.

How much does membership cost?

Becoming a Jetsetter is completely free. All it takes is a love of travel and a passion for adventure.

Why do I have to be a member to use Jetsetter?

By having members-only access, we are able to provide exclusive rates for each experience that can't be offered to the general public.

Can I become a member and book if I live outside the United States?

Absolutely. No matter where in the world you live, you can become a Jetsetter member. We happily accept international credit cards.

How do I update my account information?

Your account can be accessed by clicking on the "My Account" link at the top right corner of the Jetsetter site. You can manage all your information regarding your email preferences, user name, and wanderlists from the "My Account" page.

How do I unsubscribe from emails?

You can always change your email preferences. Just click here.

How do I end my membership with Jetsetter?

If you no longer want to be a member of Jetsetter, please email a request to cancel your membership to


If the hotel is no longer on your site, can I still book through Jetsetter?

Once a Limited-Time Sale is over, we immediately return all of the available rooms at those prices to the hotel. However, many hotels offer rooms on Jetsetter after their sale is over at competitive rates. Just search for the hotel on our site. And we tend to feature flash sales with many of our hotels more than once, so be sure to stay tuned to our emails.

Can I book the same rates directly with the hotel if I mention Jetsetter?

The only place you can get the Jetsetter rate is on Jetsetter. While mentioning our name may sound cool, it won't score you the deals you see here. Our partners offer these rates exclusively on Jetsetter, so be sure to book with us during our sales.

How does payment work?

All reservations are prepaid in full at the time of booking and are nonrefundable. Please be sure to review cancellation policies before booking. We accept most major credit cards, including many international cards. If you have any questions about payment, please email us at

What taxes and fees are included in each purchase?

We do our best to include all the mandatory taxes and fees charged by each property in the final price for each Jetsetter event. However, if there are any fees that are not included, we will be sure to note these in room offer details on the Details tab.

How can I make a special and/or bedding request?

Once you receive your confirmation email, you may contact the hotel directly to make a special request for your reservation. Please note that these requests cannot be guaranteed and are based upon availability at check-in.

When do I receive my confirmation for booking?

You will receive a confirmation email immediately after submitting your order that will include your Jetsetter Order and Reservation numbers. Within a week of your purchase, you will receive another confirmation email including your hotel confirmation number, should you need to contact the hotel directly.

If you’ve booked a reservation that’s powered by Secret Escapes, the second confirmation email that you receive will come from them, and will include information on how to contact their support team should you need assistance.

Can I cancel or modify a reservation after I book?

Cancellations or modifications will depend on the policies for the hotel you’ve booked. You are asked to confirm the policies before your purchase, and the policies can also be found your order confirmation email.

If the cancellation or modification policies are flexible, our Member Services representatives can assist you in making a change by emailing If your reservation was powered by Secret Escapes, please contact them directly at 1-866-891-6350 or

In order for us to provide such exclusive rates, all Limited-Time Sales have a strict no-cancellation/modification policy. If you have any questions about the cancellation policy for your reservation, you can reach us at or Secret Escapes at 1-866-891-6350 or

Do I need to bring anything with me in order to check in?

We suggest bringing a copy of your hotel confirmation number, as this number links your Jetsetter reservation with the reservation the hotel has processed in its system. This will help eliminate any potential check-in issues.

Do I need to have the same credit card with me at check-in that I used to make my Jetsetter reservation?

No. The hotel will require a valid photo ID and any valid credit card in order to check in, not necessarily the one used for purchase on Jetsetter.

What should I do if the hotel has problems locating my reservation?

If the hotel is unable to locate your reservation and supplier confirmation number for any reason, please email support at, or if it’s a Secret Escapes booking, please contact them 1-866-891-6350 or

Do you provide any sort of extra pre-arrival information for the tours and packages?

For most of our hotels, you will need only our supplier confirmation number to check in. However, we do feature some more complex packages and tours that may require more information before travel. In these cases, we will send you an email with all of the necessary pre-arrival information to make your travel as smooth as possible.