Frequently Asked Questions:

Accommodation Booking FAQsBack to categories
Accommodation Booking FAQs

Accommodation Booking FAQs

How do I make a booking?
Select the destination, departure date, the number of nights you wish to stay and type of rooms, and you will then be offered accommodation most suited to your search criteria.
Do I have to include infants in the booking?
No. In the search fields it is necessary to indicate the number of adults and children. Children are considered as being between the ages of 1 and 12 years old, and adults are considered as anyone 12 years old and up. If you are travelling with an infant, it would be better to call the office, and we can provide you with more detailed information and advice.
Can I request a cot in my hotel room and will there be extra costs?
Depending on the room type you have booked, you may be able to request a cot in the room. However, there may be an additional charge which is paid locally direct to the hotel. Should you require a cot in the room, then please either call the office or use the Contact Us facility on the website to send us an e-mail. Please quote the booking reference you will receive, together with your departure date and destination in your correspondence.
Can I make special requests related to my accommodation?
If you have any special requests related to your hotel, such as adjoining rooms, high-floors etc., where available, you can advise us these by contacting our office on the telephone number shown, or by using the Contact Us facility to send us an e-mail. Please note, however, that whilst we will pass the requests on to the relevant suppliers, we cannot guarantee that all requests will be complied with, and, in line with our Booking Conditions, failure to honour a special request by a supplier does not constitute a breach of contract on our part, or that of our suppliers.
Twin, double and triple-bedded accommodation
In many countries, the distinction between ‘double’ and ‘twin-bedded’ accommodation is not as defined as it is in the UK. In many parts of Italy, Spain and the Greek islands, for example, a ‘double’ room may comprise 2 single beds, with their own bed linen, which are pushed together, and in a ‘twin’ room, the single beds may be separated by a bed-side table. In the USA, a ‘twin-bedded’ room may have 2 double-beds, and the room may be intended for up to 4 adults. In Germany, Austria and Switzerland, the most common bed configuration is that of an ‘Austrian Twin’. This is where you will have 2 standard-sized single mattresses held within the same bed-frame, but with separate bed linen/duvets. These are sold both as ‘twin-bedded’ rooms and ‘double-bedded’ rooms.
Triple-bedded accommodation will usually comprise of 1 x double-bed and an ‘extra bed’. This may be a full-size single bed, but more frequently, will be a sofa that converts into a single bed, and are better suited to 2 adults and 1 child sharing the room, rather than 3 adults.
If you and your party require a very specific bed configuration for your accommodation, then please call the office, or use the Contact Us facility, as we have access to a larger selection of accommodation providers than are featured through the website, and we will be better-able to match your requirements.
Booking apartment accommodation
If you are looking for apartment-style accommodation for a larger party/group, search for 1 room for 4 or 6 people. This will then return you the most results, including 1-bedroomed apartments, where there will be a sofa-bed in the living area, as well as multi-bedroomed apartments suitable for your group size.
I received an error message while making a booking, what does this mean?
In most cases this is due to the expiration of the browsing session. If you have completed the booking, please wait at least 30 minutes and check your Inbox to see if you have received a confirmation email. contacting our office on the telephone number shown, or by using the Contact Us facility to send us an e-mail.
What should I do if I don’t receive a confirmation email?
If you have not received the confirmation of your reservation within 48 hours of making the request, please contact our office and we will verify the status of your reservation and send you an applicable confirmation.
Why have you blocked funds on my credit card when I don’t have a confirmed booking? 
We work with a range of suppliers and a number of different live booking systems, and we’re selling hotel rooms and flights all the time. Availability can therefore change at any moment, so it’s possible that one of the products in your shopping-basket sold out while your card was going through the approval process.
If the booking can’t be confirmed, then the booking transaction is automatically cancelled. However, the debit may have occurred on your account. If this happens, then we have to reverse the card debit manually. Even though we will reverse the transaction immediately, due to bank clearing procedures, it can take 7-10 working days for the funds to re-appear into your account. 
Can I amend my hotel booking?
If you want to make any amendments to your hotel booking, for example if you want to alter your dates or upgrade your room type, please contact our office by phone or using the Contact Us facility on the website, including your booking reference number. This will ensure that we have all the information we need to process your request. We will do all we can to meet your request but we cannot guarantee it will be confirmed. Please also be aware too that some suppliers and properties reserve the right to charge an amendment fee, or may levy a higher rate for the dates of the new accommodation. If this is the case we will notify you.  
Can I cancel my hotel booking?
Some hotels impose non-refundable fees in line with their own policies and we are required to pass on to you. Please note that some room types are non-refundable from the time they are booked. Additionally, hotels will generally charge a higher fee if cancellation occurs within 24 to 48 hours of the scheduled arrival. 
Rules vary according to hotel and room type so it's important to check the rules associated with your booking. The specific rules for the hotel you are booking will be displayed on the website when you complete your booking. 
If you do need to cancel your accommodation, then we will need this advice in writing, so please use the Contact Us facility on the website, including your booking reference number.
Do you offer group rates for hotels?
We can often agree special rates for larger groups. However, these are not available through our online booking system. If you have a group enquiry, then please call the office or use the Contact Us facility on the website.
What documents do I need to check into a hotel?
Some properties and suppliers require booking vouchers that you will need to present on check-in at the property that you have booked. If this is the case with your booking, we will send these to you by e-mail under separate cover. In any event, please print a copy of your confirmation e-mail to present at check-in as proof of your reservation. You may also need to provide photo ID and the card used at the time of booking.
What time can I check-into and out of my room?
The usual check-in time is from 14.00, and properties will usually expect you to have checked in by 22.00, although this does vary by hotel. We may be able to arrange for an earlier/later than the stated check-in time with most hotels but you should always confirm with the hotel as this cannot be guaranteed. 
Most hotels allow you to stay in your room until 11.00, but you can ask for a special late check-out arrangement directly with the hotel. Most hotels will allow you to stay a little later without charge, but if you did want to leave many hours later, they may well levy a charge for this.
In the case of early check-in, when your room may not be immediately ready for you when you arrive, or you have to check out at the regular time, but may not be leaving the property until much later in the day, most hotels will allow you to leave baggage with the Concierge or at Reception
What happens if the hotel doesn’t have a record of my booking?
Given the suppliers that we use, this is an extremely unusual scenario. On the accommodation voucher that you will have received, there will be an emergency contact number for the accommodation supplier, which you should call in the first instance, or you can call us on the office number shown on your documentation or our emergency contact number, and we will try to resolve the query for you.
If I need to leave the hotel earlier than planned, can I obtain a refund for the unused nights?
Unless the circumstances are exceptional, should you decide to depart earlier than your scheduled date, the cost of the remaining accommodation will be forfeit. However, we would recommend that you ask the hotel for confirmation of your early departure, and we can write to them on your behalf on your return to see whether a partial refund might be available, subject to the hotel reselling your room. In the case of having to curtail your stay at your accommodation on the grounds of sickness/accident, then you should be able to make a claim against the relevant section of your travel insurance policy. You should again ask the property for written confirmation of your early departure, as you will need this to submit with your claim documentation to the insurer.
Accommodation descriptions, misprints and errors
The accommodation descriptions used on this website are drawn from the information pulled-through to our site directly from the accommodation broker/tour operator, and is therefore provided in good faith that it gives an accurate representation of the property, its quality, services and surroundings. We know that all our chosen suppliers take all reasonable steps to ensure that the descriptions that they provide for our website is correct. Regrettably, occasionally an error will appear. If we are advised of this situation, we will take all reasonable steps to advise you accordingly. If the error is likely to be the cause of significant inconvenience or distress, we will try to negotiate a suitable alternative for you.
Building work and disturbance
If we discover that there is building work going on in the proximity of your hotel, which is likely to be the cause of some disturbance to you during your stay, we will take all reasonanle steps to advise you accordingly. If this work is likely to be the cause of significant inconvenience or distress, we will try to negotiate a suitable alternative for you. Please note, however, if the property description includes reference to it being close to a road, and/or having its own nightclub, and/or being located in a 'lively location, with great access to a selection of clubs, bars and restaurants', or some similar description, we will take it as understood that you are aware and accept that there are potential sources of noise or other disturbance, which you might be able to hear or experience from your room or other public areas of the property, but that you are still happy to go ahead with your booking on this basis.
I am pregnant. Do I need to advise anyone of this before I travel?
If you just making an accommodation booking without any other services, and you are or become pregnant at the time of booking, or thereafter, you are not obliged to advise us. However, as outlined below, we do recommend that you contact your travel insurance company as soon as possible to advise them of your condition. You should be aware, however, that if you have booked a flight, either through ourselves or separately, and you are, or will be, more than 28 weeks pregnant at the time of travel, your airline or tour operator will normally require a medical certificate confirming your fitness to fly, before they allow you to travel. If you are more than 32 weeks pregnant at the time of travel, you may not be allowed to fly at all, except in emergency or special circumstances. Whatever stage of pregnancy you are at when you travel, we do recommend that you seek appropriate advice from your doctor before making a booking or travelling. As noted above, it is also essential that you advise your travel insurance company of your situation, as they may impose additional conditions or restrictions to the policy that they provide. If you become pregnant after you have booked your holiday, it is again essential that you advise your travel insurance company as soon as possible of the change in your circumstances.
Is my accommodation booking ‘financially-protected’?
All accommodation offered through our website is provided by accommodation brokers or suppliers, who are ABTA members, and comply with their bonding requirements for financial protection purposes. As ABTA members ourselves, we act as agents on their behalf, and collect funds accordingly. This means that any accommodation booking made by you using this system is financially-protected by schemes operated by ABTA, and which comply with all current legislation. We do not deal with hotels directly, overseas ground agents or offer product from other intermediaries, such as AirBnB, because they do not comply with our requirements for providing financial protection for our clients’ bookings.
Can I add other services to my Accommodation booking?
As you progress through the booking process, you will be given the opportunity to add a range of services, such as Attraction tickets, Car Rental etc., to your booking. However, if you need to add flights to your booking, then we would ask that you use the Flight + Hotel booking option, as your combined booking is then treated as a ‘package’ in line with EU regulations, and protected under the Civil Aviation Authority’s ATOL scheme.
Must I pay in full at the time of booking, or can I only pay a deposit?
All the accommodation that is bookable through this system is offered on the basis that the rooms are paid for in full at the time of booking. As you are committed to the full cost, it is essential that you have adequate travel insurance in place, which will provide you with cover should you be forced to cancel your booking.
Methods of payment and card charges
You can pay for any arrangements that you book through this website by debit card issued by any UK bank. If you opt to pay by Visa or MasterCard credit cards a surcharge fee of 2% will automatically be added to the cost of your booking. Transactions paid for by American Express charge or credit card attract a surcharge of 3.5%.
Who am I contracted with?
As noted above, we only offer accommodation through this system that are booked through respected accommodation-brokers, and tour operators who are ABTA members. We act as agent on behalf of these operators, and your ultimate contract is with them. A full copy of the relevant operator’s Booking Conditions are available on request prior to booking.

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