Uplift & Hotels - Frequently Asked Questions

The Basics

What is Uplift?

Uplift gives customers the flexibility to book their hotel stay now and pay over time with low monthly payments.

Why should hotels offer the ability to pay over time through Uplift?

Increase direct bookings
Increase conversion rates
Increase the amount guests spend on their stay

How do customers apply for a payment plan through Uplift?

Customers shop on the hotel’s website
At check-out, Pay Monthly is offered as a payment option on eligible itineraries
Customers select Pay Monthly and complete a short application
If approved, customers can confirm their reservation and pay through Uplift

When does the hotel receive payment?

Uplift provides a Virtual Credit Card (VCC) for the booking. The hotel charges the Uplift VCC based on standard policies associated with the booking.

If a guest books a prepaid rate, the hotel can charge the VCC immediately
If the guest books a rate that is NOT prepaid, the hotel charges the VCC at check-in
The hotel collects the guest’s credit card for incidental charges
Uplift is responsible for collecting monthly payments from the guest

What is the risk of chargebacks on Uplift bookings?

Uplift controls the Virtual Credit Card (VCC), preventing the customer from initiating chargebacks.

Is Uplift available for all rate plans?

For the initial roll out, Uplift will be offered on prepaid and pay at the hotel. Partial deposit rates will be supported later in 2024.

Will Uplift be available for all regions?

Uplift will initially be available to residents of the US and Canada and select properties in Latin America that bill/sell in USD.

How Uplift Works

What are the requirements to apply for an Uplift payment plan?

Applicant Requirements

US Resident, 18+ years old
Canadian Resident, 19+ years old

Application Requirements

Mobile Phone Number
Last 4 of SSN (US-Resident Only)
Physical Address [P.O. Box not accepted]
Bank Account or Debit Card

Can a traveler book directly through Uplift?

No. Guests book online on the hotel’s website and will need to select the “Pay Monthly” option as their payment method at checkout. This option will allow them to apply to finance their stay through Uplift.

How does a hotel know a booking was made through Uplift?

There will be a message in the PMS comments or notes field indicating that the booking was paid through Uplift
Uplift is also included in front of the guest’s name on the VCC

How are reservation modifications handled?

Please work with the guest directly on any booking modifications.

If the new stay is more expensive, the hotel guest should pay the hotel directly for the additional amount
If the new stay is less expensive, the hotel should charge the guest the lesser amount and Uplift will automatically adjust the loan balance

How are cancellations handled?

The customer needs to notify the hotel to cancel their stay and discuss refund options based on policies/terms. If the Virtual Credit Card was charged or authorized and a refund is applicable, then the hotel should refund the Uplift Virtual Credit Card.

Refunds back to Uplift’s VCC will be automatically applied to the outstanding principal balance of the guest’s Uplift loan
Turnaround time from when Uplift receives funds and adjusts the balance is within 7-10 days
Any overages will then be refunded to the customer directly
The customer does not need to notify Uplift

Can guests travel before paying off their loan?

Yes. Once they have confirmed their loan and booked their hotel, they are free to travel anytime – even before they have paid off their loan.

Who should the guest contact if they have questions about their stay?

All loan, financing, and Uplift account inquiries are to be directed to Uplift
All hotel guest reservation modifications, cancellations, and hotel-related inquiries should be directed to the hotel’s reservations team

Contact Information for use by Hotel Guests

Member Portal: pay.uplift.com
Email: support@uplift.com
Phone: (844) 257-5400
- Daily + Holidays 5am – 7pm PT
Customer FAQs: https://www.uplift.com/frequently-asked-questions/

Contact Information for use by Hotel Staff

Phone: (888) 893 – 2227
Email: support@uplift.com
Escalations only: cs-leads@uplift.com
If you can no longer access the Uplift VCC, please call number above