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| Frequently Asked Questions | |
See below our Frequently Asked Questions. To move
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Searching for a HotelQ How do I find only available hotels for the period I want to stay? A Once you have selected the dates of your stay, the option "Show only available hotels" is automatically selected. Then click on "search" and only hotels that have rooms available for those dates will be displayed. The "Show only available hotels" option is displayed under the check in and check out dates. Q How do I search for hotels by price? A After you select the dates of your stay, a list of available hotels appears. You can select a drop down menu at the left side of the top of the list labeled "sort by" which allows you to categorize the search either by; star rating, distance, popularity, cheapest room, cheapest double room or guest rating. Q How do I search for hotels with specific facilities such as, an indoor swimming pool? A After you select your destination and dates of your stay, a list of available hotels is displayed. Then you will see the option "refine your search" below the "search" button on the left side, you must click on one of the categories. This will allow you to filter hotels which offer specific facilities. Q How do I search for hotels that have family rooms (quadruple rooms)? A After you select your destination and dates of your stay, a list of available hotels is displayed. Then you will see the option "refine your search" below the "search" button on the left side. You must click on "facilities" and then "family rooms". Clicking this will display hotels which offer larger rooms (quadruples and apartments). Please note that all hotels with family rooms will be displayed. However, they may not be available for your desired dates. Q Where can I find the hotel’s telephone number and/or email address? A After you have completed a booking, the telephone/fax number and email address are provided immediately online and on your confirmation email. The address of the hotel can always be found at the top of each hotel page. Please note: Once you have a reservation, you can view, print, cancel or request a change by clicking on My Booking at the top right corner of our website and entering your book and pin number. Q Where can I find directions to the hotel? A A link for travel directions to your hotel is provided on your confirmation and on My Booking. Should there not be a street map there please change the view to satellite to locate your hotel. Back to Top Room TypesQ What's
the difference between a Double room and a Twin room?
PricingQ Are
the rates on your website per person or per room?
Credit CardsQ Why do I need to give my credit card details?A The hotel requires a valid credit card to guarantee the reservation in the event of a late cancellation or no show. The hotel can decide to pre-authorise your credit card to ensure that the card is valid and has sufficient funds. Q Does the hotel need a deposit or a payment in advance? A In most cases you pay the hotel during your stay. To see whether there are any special conditions, such as deposit or pre-payments: please check the hotel page, including the "More Information" link in the room type. Please note that the hotel reserves the right to pre-authorise credit cards prior to arrival. Q What types of credit card can I use to complete the reservation? A MasterCard, Visa, American Express and Diners Club can be used on our website. However, it is possible that the hotel does not accept one or more of these card types. Before making your reservation, please check at the bottom of the hotel policies section for "Accepted credit cards". Q Can I pay for my stay in advance? A Such arrangements depend on each hotel. After you have completed your reservation you will need to contact the hotel directly. The hotel’s contact details can be found in the email confirmation and in My Booking. Q Can I pay for my stay at the hotel with a different credit card than the one used to make the reservation? A In most cases the hotel will accept payment for the stay on a different card or in cash. Please ensure that the new card or cash is accepted by the hotel. Q Can I use a debit card to complete my reservation? A Generally hotels cannot accept a debit card to guarantee the booking. However, please check the information for the individual hotels on the "accepted credit cards" section on the hotel page. Q I do not have a credit card. Can I still book a room? A No. A valid credit card is a compulsory part of the reservation process. Q Is it safe to fill in my credit card number? A Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by Thawte. Back to Top Reservation ProcessQ How do I know my reservation is confirmed?A After the 4 steps of the booking process you need to click on "make the reservation". You will then see a confirmation page with your book number and PIN code, your booking is now confirmed. For future reference, please write or print your book number and pin code. You will receive an email confirmation on the email address provided during the reservation process. You can also view your confirmation via My Booking. Q I have booked a hotel but I did not receive a confirmation by email. What do I have to do? A Please check the inbox and Spam/Junk folder for the email address provided during the reservation process. To view your confirmation you can also log in to My Booking with your book number and pin code. If you wish to receive assistance please contact Booking.com at customer.service@booking.com. Q How many rooms can I book in one reservation? A Depending on availability, you can book as many rooms as you require. If you want to make a reservation for more than 10 rooms for the same room type (single room, double room etc), please fill out the form on this page providing the number of rooms needed, the maximum budget, your telephone number, the type of rooms needed and the destination. Group reservations may carry different cancellation policies from that stated on the hotel’s page Q Can I book a hotel for day use? A It is not possible to book a hotel for day use. One night is the minimum that can be booked on our website. Meeting rooms/conference facilities cannot be arranged through our website. Back to Top Hotel PoliciesQ What are the check-in and check-out times of a hotel?A Check-in and check-out times differ for each hotel. You will find them on the "Hotel Policies" section at the bottom of the hotel page as well as on your confirmation email. Q I want to check out after the stated check out time. What should I do? A Pre-arrangement of late check out is generally not possible due to availability of the rooms. We advise that, during your stay, you ask at reception if late check-out is possible. Please note that charges may be applicable. Q I will be arriving earlier/later than the stated check-in time. Can I still check-in? A Only the hotel can confirm different check-in times than the ones stated on the hotel’s page. We advise you to let the hotel know your estimated time of arrival at the time of booking by using the "Remarks" box in the reservation form. After completing your booking please contact the hotel directly to confirm your arrival time, using the contact details in your confirmation email or on My Booking. Q How do I know if the hotel has parking facilities and how can I reserve it? A If available, parking facilities and costs will be stated in the section "Hotel Facilities" – "Guest Parking". If stated that the parking requires booking in advance please contact the hotel directly. You will find the hotel’s contact details in the confirmation email. Q How can I find out that the hotel offers a shuttle service and how can I book it? A If available, shuttle service will be stated in the section "Hotel Facilities" – "Services". As this is a service that the hotel offers you will have to contact the hotel directly after your reservation is confirmed in order to book and confirm any extra charges. You will find the hotel’s contact details in the confirmation email. When you contact the hotel please have your flight details to hand. Q How do I find out if a hotel allows pets? A Pet policies are always displayed on the hotel’s page under "Hotel Policies". Q How do I find out if a hotel has a certain facility, e.g. a lift? A All the hotel facilities are displayed on the hotel’s page under "Hotel Facilities". For more information regarding the hotel’s facilities please contact the hotel directly on the contact details provided after completing the booking Q I want a smoking room however I can only choose a non-smoking room. How can I request a smoking room? A When making your reservation, if there is only the option for non-smoking rooms it means that the hotel does not offer any smoking rooms. Back to Top Cancellation/Change of a reservationQ How do I cancel or change my reservation?A Please log on to My Booking using one of the two following methods: 1) Please click on the cancellation/change link provided on your confirmation email, this will take you to your My Booking page. or 2) Click on My Booking link from the home page and enter your book number and pin number provided when you completed you reservation. Click on change to modify a room or click cancel to cancel the room. Hotel cancellation fees may apply. Q Where can I find the cancellation policy of the hotel? A Whether at the bottom of the page of the hotel or on the page called "Important Information" you will find the hotel conditions, including their cancellation policy. However please note that these are general conditions, which may vary according to the specific room type or special offer of your choice. Therefore, please make sure you click on the “More Information” link, located right next to the room name. In this section you will see if a special deposit or cancellation policy applies. Q How do I know that my booking has been cancelled? A After your reservation has been canceled, you will receive an email to confirm your cancellation. If you do not receive the cancellation email, please check your Spam/junk folder to see if the email is there. If you have not received a cancellation email in your inbox or Spam/junk folder, please contact our customer service team on UK: +44 - 845 080 5012, US: +1 - 888 850 3958, International: +44 - 203 147 3114 or send an email with the details of your reservation to the Booking.com Customer service team at customer.service@booking.com. Back to Top
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