Searching

How do I find the price for a specific hotel?

Once you have selected dates for your hotel, click the check availability button.

How do I search for hotels by price?

Once you are on the Hotel Results page, there is a drop down menu at the top left that allows you to sort the hotels by many different options including Star Rating, Price, and many others.

How do I search for hotels in or near a specific part of the city/town or near a particular point of interest?

Once you run a search, there is an advanced options link on the refine results search box (left of the page).  Simple choose the option for refining your search.

How do I search for hotels with specific facilities such as, an indoor swimming pool?

As above, simply use the refined search options and tick the specific facilities you are looking for.

Where can I find the hotel’s telephone number and/or email address?

Once you make a booking through our website, the Hotel’s address and phone number are displayed online as well as in your confirmation mail.  Once you have successfully completed a booking, you may view and edit details by clicking the My Bookings link and logging in with your secure pin number and booking reference.

Where is the location of the hotel?

The address of each hotel is displayed on the hotel page itself, with a visual map displayed to the left of each hotel.  Also, with most hotels, specific information about the area the hotel is located in can be found on the bottom of the hotel’s page.

Can I make a booking for tonight on your website?

Of course!  Please ensure that you type your credit card details correctly, as there may be very little time to confirm the booking between you entering the details and the time you want to stay.

Room Types

We have children; can we get extra beds/cots in the room?

Book A Hotel Online cannot make this request on your behalf.  You must enter the information into the relevant requests box when booking – and contact the hotel prior to your arrival.  Most hotels will attempt to accomodate your wishes.

What does “Hot Deal”, ” Non-refundable” “special conditions” etc. mean next to my room type?

These terms all mean that special policies apply to the room and/or dates you are booking.  Please click the ‘more information’ link to view the specific details per hotel.

Pricing

What does the price include?

Directly below the room type is a list of everything included in your room costs.  Anything else (for example, shuttle service) will have to be arranged directly with the hotel after you have booked.

Are the rates on your website per person or per room?

All listed prices on the BookAHotelOnline website are per room, per night, unless otherwise stated.

I pay a reservation fee to BookAHotelOnline.com?

BookAHotelOnline will never charge you a reservation fee.

Is breakfast included in the price?

Each hotel is different.  If it is not included, please click on the ‘more information’ link to see any additional costs involved.

Are taxes included in the room rates?

This is dependant on the hotel and location you book.  Click ‘more information’ for further details.

What does the crossed out rate mean next to my room type?

The crossed out rate is the highest price that specific hotel has listed within our site for upcoming months.

Do you offer special discounts (for senior citizens, airlines employees, etc)?

Our prices listed are already the lowest possible.

Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?

When booking through BookAHotelOnline, vouchers may not be used.  If you wish to use these vouchers, please follow the specific voucher instructions.

Can I use my airline/hotel loyalty card to get a discount at my hotel of choice?

If you wish to use a loyalty card for your booking, then you will need to notify the hotel when you reserve of this information via the ‘remarks’ box.

Credit Cards

I do not have a credit card. Can I still book a room?

Unfortunately not.  You will need a vaild credit card to book through our website.

Why do I need to provide my credit card details?

Your details are required to protect against you not showing up for the dates booked.  In this case, a fee may be charged, generally the cost of one nights stay.  BookAHotelOnline will never charge your card for the cost of your stay – this will be done at the hotel.

What does pre- authorization mean?

Prior to your arrival, many hotels may ensure that your card is valid by reserving an amount on your card – this can range from the cost of 1 nights stay right up to the full cost of your stay.  This is simply a precaution taken by the hotel to protect against late cancellations or no shows.  The amount will be valid to use again normally within 1 to 2 weeks.

What types of credit card can I use to complete the reservation?

All valid credit cards may be used on BookAHotelOnline – however, some hotels only accept specific cards for payment of the balance.  Before reserving, please check the ‘accepted credit cards’ information on the hotels result page.

Can I make a reservation for myself using someone else’s credit card?

Yes, if you have the card holders permission to use the card.  You will need to enter this information into the remarks box, and some hotels may require authorisation from the actual card holder.

My credit card has been charged. What should I do?

BookAHotelOnline will never, ever charge your credit card.  Anything charged to your card has been done by the hotel itself.  Your confirmation email will explain payment conditions.  If at any point you feel that you have been charged wrongly, please contact the company charging your card.

Is it safe to fill in my credit card number? How secure is the your website?

We use industry standard SSL, as issued by Thawte.

I have received a new credit card and my old details are no longer valid. What do I need to do?

You must contact the hotel, via the information on your confirmation email.

How does the credit card guarantee my reservation?

Your credit card, providing it is valid, protects the hotel against a no show or late cancellation.  It also allows the hotel to perform a check to ensure that the funds are available for a stay.

Payments

I am entering my credit card details, when will I pay?

The hotel itself will charge you for your stay as outlined in the terms on your confirmation email.  BookAHotelOnline will never charge your card.  We simply transmit your details to the hotel via our secure servers.  The hotel itself reserves the right to pre-authorise your card.

Does the hotel need a deposit or a payment in advance?

You will pay for your stay once you arrive at the hotel – however to check if there are any special circumstances related to your booking, please click the ‘more information’ link on the hotel result page.

Can I pay for my stay in advance?

This is different for each hotel.  Once you have completed the reservation process, you will need to contact the hotel directly, via the information on your confirmation email.

Can I pay for my stay at the hotel with a different credit card than the one used to make the reservation?

Yes, in most cases.  Please however ensure that the information on the hotel page regarding accepted methods of payment is valid for your situation.

Reservation Process

Can I book a hotel for day use?

One night is the shortest stay that can be booked on our website.  Meeting rooms and/or conference rooms cannot be booked through BookAHotelOnline.

How can I make a special request? For example: a sea view, twin beds, room on a certain floor or dietary needs?

When you are filling out contact information, please ensure that any requests you have are noted in the remarks box.  We cannot guarantee these requests will be filled, so once you have reserved, please contact the hotel directly to ensure they can meet your requirements.

How do I find out how many bedrooms are in an apartment/suite?

Click the ‘more information’ link by Room Type .  Alternatively, if you have already reserved, you may contact the hotel directly via the information on your confirmation.

Hotel Policies

What are the check-in and check-out times of a hotel?

This information is different for each hotel.  You can find this on the hotels page itself, under the hotel policies information, or within your confirmation email.

I will be arriving earlier/later than the stated check-in time. Can I still check-in?

The hotel itself will need to confirm this.  We suggest entering your information in the remarks box when reserving, and contact the hotel itself directly once reserved to ensure that they can meet your request.  The hotel contact information can be found on your confirmation email.

I want to check out after the stated check out time. What should I do?

While you are staying at the hotel, please ask at reception if late check out is available.  Please note that you may be charged extra by the hotel.

How do I get more information about the room or hotel facilities?

The ‘more information’ link by room type and the hotel facilities information is everything we have on file about the selected hotel.  If you have already reserved, please contact the hotel directly if you need to know more information that we offer about the hotel.

How do I find out if a hotel allows pets?

Underneath the hotel policies heading on the hotel information page, this information is always displayed.

I want a smoking room however I can only choose a non-smoking room. How can I request a smoking room?

If there is only a non smoking option, then the hotel does not offer smoking rooms.

Confirmation

How do I know my reservation is confirmed?

After completing all four steps of the reservation process, you will be shown a booking ID and a pin code.  This means your booking is reserved.  Please make a note of this information before closing the window.  You will also recieve an email confirming your reservation details.  Finally, you can visit the My Bookings link and enter your booking ID and pin code to view the reservation.

Are the facilities in the room that I have booked guaranteed?

Everything listed in the hotel information is guaranteed by the hotel itself.  Anything additional required outside of what is listed will need to be confirmed directly with the hotel after you have reserved.

What is “My Booking”?

My Booking allows you to manage your booking directly.  The link to this page is on the top menu bar of our site.   To login, you will need both your booking ID number, as well as your unique pin code.

What is my PIN code and what do I need it for?

Your pin code is a unique random four digit number that enables you to log in to the My Bookings part of our website to view and change your booking(s).  Please do not share your pin code.

Cancellation/Change of a reservation

How do I cancel or change my reservation?

Simply log in to the My Bookings section of our website and enter your booking ID number and your unique pin code.  From there you can change and cancel your reservations.  Please note that a cancellation fee may be charged by the hotel.

Till when can I cancel my booking & will I pay a cancellation fee?

You may change or cancel a reservation right up to the date of arrival – however, you may be charged a cancellation fee from the hotel itself, this varies from hotel to hotel, and cancellation policies can be found on your confirmation email.  BookAHotelOnline will never charge your card in the case of cancellation fees.

Where can I find the cancellation policy of the hotel?

Click the more information link next to the room type information on the hotels page.  This will tell you any specific policies the hotel has regarding cancellations relevant to the room you are booking.

Can I cancel or change a Hot Deal or Non Refundable booking?

Any change you make for a hot deal booking will be charged by the hotel itself and cannot be refunded.

Extra facilities

Can the hotel store my luggage before check in or after check out?

This information will be displayed under hotel facilities on the information page, but for further details, please contact the hotel directly once you recieve your confirmation email.

How do I find out if a hotel has a certain facility, e.g. a lift?

Everything located within the hotel will be displayed under hotel facilities on the hotels page, but if you have any specific queries, please contact the hotel directly once you have reserved.

How can I find out that the hotel offers a shuttle service and how can I book it?

Shuttle and similar services will be displayed under hotel facilities – services.  This is an additional service, so will be charged directly by the hotel.  Please contact them prior to your arrival via the information on your confirmation email.  For services such as a shuttle service, please make sure you have your flight details ready.

Directions

Where can I find the address of the hotel?

The address of each hotel is listed at the top of each results page, and also in your confirmation email.

Where can I find directions to the hotel?

Hotel specific directions are provided both in your confirmation email and also within the My Bookings part of our website.

Who is Bookahotelonline.co.uk?

Bookahotelonline.co.uk is a trading name of Need To Go Away S.L, with offices in Tenerife, Spain.  Our UK office is Need To Go Away Limited, 2 Brookside Road, Sale, Cheshire, M33 3TE, U.K.

Our Uk office is taking care of all our customer reservations and requests.  Any other contractual or legal matters should be dealt with through Need To Go Away S.L in Spain.