Frequently asked questions
Booking
What forms of payment do you accept?
Cash, VISA, Mastercard, Discover, and American Express.
Will my card be charged at the time of reservation?
All reservations must be guaranteed either by valid credit card or by prepayment of a deposit.
Credit cards are held to guarantee your reservation and are not charged until arrival.
Pre-pay reservations and special event reservations will be charged at the time of booking.
What is your cancellation and refund policy?
We have a 48 hour cancellation policy on standard reservations prior to 3p.m. of the scheduled arrival day and 30 days for special events. If you cancel after that period we charge the first night’s room and tax.
Please note, however, that there may be stricter cancellation rules for special rates and special events. All UT Home football games apply a 30-day cancellation policy. Please refer to your reservation details or call the hotel with any cancellation-related questions.
Changes to reservations are considered cancellations and re-bookings.
How do I change or cancel my reservation?
For direct bookings, please call the hotel directly. For any third party bookings, reach out to the third party through which you booked.
What is the minimum age requirement to check in?
Guests must be 21 years of age. A person of the minimum age requirement must be present at check-in and become a registered guest in the room.
Do you require a deposit for incidentals?
$100 per night will be authorized on your credit card upon check-in for incidental charges such as valet, room service, mini bar, etc. The remaining balance of the authorization will be released upon checkout, and is typically reflected by your financial institution in 3-5 business days.
Rooms
What time is check-in and check-out?
Check in is 3:00pm. Check out is 11:00am.
Can I check-in early? Can I check-out late?
Early check-in is available based on availability.
Late check-out is available based on availability. Half day charge for up to 3-5 hours, full night charge after 5 hours.
Please reach out to the front desk to inform us of these requests.
Is breakfast included in the rate?
No, but brunch is available Friday-Sunday in Oliver Royale, or for room service. Our partner restaurant, Tupelo Honey Cafe, is also open 7 days a week.
Do you have accessible rooms?
Yes. Most of our rooms are handicap accessible and have handicap-accessible showers. There is limited availability, so we encourage you to call our front desk ahead of time.
Do you have connecting rooms?
Yes. Our double queens are connected on both floors.
Do you have guest rooms with a balcony or terrace?
No, but we have rooms with windows overlooking Market Square.
Do you have rooms with 2 beds?
Yes, we have double queen rooms. There is limited availability.
Are there ice machines?
No, but we are happy to deliver ice upon request.
Do you have rollaway beds and cribs?
No, however all suites come with a foldout couch. Please call ahead if you require specific accommodations.
Do you have rooms with a bathtub?
Yes. Our double queen rooms, king rooms, and Oliver Suites have bathtubs.
Pets
Are you pet friendly?
Yes, we offer 3 dog-friendly rooms for dogs up to 85 lbs. A $100 fee per reservation per dog will be applicable. Please contact the hotel for any questions.
No cats allowed.
Are there dog parks nearby?
Yes. Petsafe Downtown Dog Park is a 10 minute walk or 3 minute drive away.
Are there pet friendly restaurants nearby?
Most restaurants in Market Square, including our Oliver Royale, have pet-friendly patios.
General
Do you have a business center?
Yes. We have a small business center with a computer and printer.
Do you have wifi?
Complimentary Wi-Fi is available to all guests.
Can I send a package to the hotel?
Yes. We will hold it at the front desk until check-in.
What are front desk hours?
24/7
Is housekeeping daily?
Yes, all rooms including stay overs are cleaned daily. Sheets of stay over 3 days will be changed upon request.
Is there a minimum stay length?
Only during special events.
Can I store my luggage?
Yes. We’d be happy to hold your luggage behind the front desk while waiting to check-in, or after check-out.
What amenities are available?
We offer complimentary coffee, bottled water, Wi-Fi, business center, day passes to nearby YMCA gym, in-room safe, and plush bathrobes.
Can we get our clothes laundered or dry cleaned during our stay?
Yes. We offer on-property laundry services and can have clothes sent to the dry-cleaner and returned within 24 hours.
Can we have a non-smoking room?
We are a non-smoking facility, with a $350 fee applied if guests smoke in the rooms.
Do you have a loyalty program?
Yes! Invited by Oliver is our loyalty program and you can join through https://www.oliverhospitality.com/loyalty. You may also call our front desk with any questions.
Parking and Location
Do you have parking?
We offer valet parking for $35 per night per vehicle. There is also self parking available at Market Square Garage.
Am I able to charge my electric car?
An electric car charging station is available in the nearby Market Square Garage. We do not charge vehicles when using valet.
Can I walk to places nearby?
Yes. Market Square, Gay Street, Old City, and World’s Fair Park are all nearby and excellent walking areas.
Media
Do you allow photography and videography?
Yes, however a fee may apply. Please submit an inquiry to our sales team for more information.
I have a media or influencer request, whom do I contact?
Please send an email to pr@oliverhospitality.com along with your media kit.
Sustainability
What are the hotel's sustainable practices?
Bath products use natural ingredients and eliminate single use plastics. Sheets are changed upon request instead of daily for conservation. All waste is recycled whenever possible.
Sales
Do you have meeting and event spaces?
Yes. Our speakeasy Peter Kern Library and restaurant Oliver Royale are available for rent or buyout. Please refer to our Gather page on the website.
Do you offer group rates?
Yes. Group rates are offered for groups of 10+ rooms per night based on availability.
Do you offer corporate rates?
Yes, please contact our Director of Global Accounts, Sara McConnell at sara@oliverhospitality.com, 470-854-7386 to discuss, or visit https://www.oliverhospitality.com/corporate-travel.