Serving those who serve us

FAQ

How quickly can you find lodging?

Upon receiving your call, our team will immediately reach out to our national sales contacts to secure all available rooms. Depending on the time we receive your call, initial rooms could be available the same day, with more coming online the next day and as needed.

Is there a limit to how many rooms you can provide?

No job is too big or too small! Empire recently sourced nearly 5000 rooms for families displaced by an over-pressurization event in Boston, MA. We maintain strong relationships with national Hotel Sales Directors and Management Companies to source rooms that are often unavailable on public search engines. From five rooms to 5000, we can make it happen!

Do I have a dedicated person I deal with at your company?

Yes. An Empire Project Manager will be assigned to you, and available as needed throughout the re-housing project. If you need further support, our leadership team is always on call ready to respond.

Do I need to contact hotels directly?

Not at all. Empire staff do all communication with the hotels from contract management through room assignment and check out. If you have any concerns or queries regarding a hotel you can contact us directly.

Will we have to pay multiple hotel bills?

Empire provides full accounting services that include assumption of all hotel billing. We make direct payment to the hotels and consolidate costs into one bill for you.

How much of the process will I be responsible for?

How much of this you do is up to you. At minimum we source rooms and provide confirmation numbers for you to assign, along with a consolidated invoice at the end. If you would prefer us to assign rooms and provide call center services for customer support that can be arranged as well. Feel free to talk with us about what level of service you need.

How do escalations/change requests get resolved?

Empire understands that some customers need special arrangements or priority placement, and we take these requests seriously. We will assign a dedicated escalation specialist (or more as needed) to handle all escalations and change requests as they come in. They will call the hotels, make all arrangements promptly, and communicate the resolution with both you and the customer.

Who answers our customers questions/complaints?

This depends in part on what level of service you have engaged. Some prefer to keep customer service in house, while others choose to engage Empire’s call Center for customer services. We are happy to discuss all these options with you and determine what will best meet your needs.

How do the end users contact you?

If call center services have been engaged, we will provide a toll-free number for your customers to each us at. Interpretation services are also provided.