Frequently Asked Questions

Searching

How do I find only available hotels for the period I want to stay?

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.

How do I find the price for a specific hotel?

After you select the hotel of your choice and dates of your stay, click on "check availability" and the prices will be displayed for the available rooms.

How do I search for hotels by price?

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.

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

After you select your destination, a list of hotels is displayed. Once you see the list of hotels you can refine your results by going to the "in and around" section along the side of the results. In both you will find a list of districts, public transport hubs and tourist sites. The filtered results will show a distance in kilometers from the selected destination and the hotel. Please note that this distance is calculated as a direct route (straight line) and does not consider road distances.

What does the distance mentioned in brackets near the hotel's name correspond to?

This information corresponds to the distance between this hotel and the city/monument/hotel/district that you initially searched for. Please note that this distance is calculated as a direct route (straight line) and does not consider road distances. Road distance may be longer. Consult the detailed information and map on the hotel page.

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

How do I search for hotels that have family rooms (quadruple rooms)?

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.

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

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.

Where is the location of the hotel?

The address of the hotel can always be found at the top of each hotel page. Whenever you search for a hotel a convenient map is always displayed on the left. Once you select a hotel this map will then point the specific hotel out. In addition to this, many hotels display area information located at the bottom of the specific hotel page. Once you have made a reservation your confirmation email will contain a link which allows you to plan your route to the hotel.

Can I make a booking for tonight on your website?

Yes you can. Please ensure that you enter your credit card details correctly as there is very limited time for us or the hotel to contact you in the event that your card is not valid or is incorrect. Please note: It may take some time to securely transmit your reservation to the hotel.

How can I find a hotel with rooms for people with a disability?

After you select your destination and dates of your stay, a list of available hotels is displayed. You will then see the option "refine your search" below the "search" button on the left side. You have to click on "facilities" and then "Rooms/Facilities for disabled guests". Please note that all hotels with Rooms/Facilities for disabled guests will be displayed. However, most hotels have limited rooms/facilities for disabled guests. Please call our reservations department

Room Types

What's the difference between a Double room and a Twin room?

A double room has one double bed. A twin room has two single beds, both accommodate 2 persons. If your room type is Double/Twin it means that the room can be set up for either type. Please specify your preference in the "Remarks" box. The hotel will do their utmost to accommodate your request.

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

We advise to book a room according to the number of guests that will occupy it. Should you not find a room that can accommodate all guests, Please ensure to check the hotel’s policy for children and extra beds/cots. When the hotel accepts extra beds/cots and/or children in their policies, please add the request for the extra bed/cot and the age of the children in the guest comments box. The hotel will do their utmost to accommodate your request. The extra cost will not be included in the total reservation price. In order to guarantee the request and the price please contact the hotel directly on the contact details provided on your confirmation.

Can I request an extra bed in my room and will there be extra costs?

We advise to book a room according to the number of guests that will occupy it. Should you not find a room that can accommodate all guests, please check the hotel’s policy and pricing for extra beds on the hotel’s page. When the hotel accepts extra beds in their policies, please add the request in the "Remarks" box in the booking process. The extra cost for the bed will not be included in the total reservation price. In order to guarantee the request please contact the hotel directly on the contact details provided on your confirmation. We cannot confirm this arrangement for the hotel.

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

“Hot Deal”, Non-Refundable” etc. indicate that special cancellation or deposit policies apply, that may differ from the general hotel policies. Please click on "more information" by the name of the room to view what the special conditions are. Please note that we never charges a reservation fee.

Pricing

What does the price include?

Immediately below the room type there is a list of what is and is not included in the room price. All extra facilities or requests that are not included in this list have to be arranged directly with the hotel after making your reservation (i.e. Parking, shuttle service etc.).

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

All rates on our website are per room per stay, unless stated differently i.e. dormitory beds.

I pay a reservation fee to your website?

No, we will not charge any reservation fee.

Is breakfast included in the price?

This depends on the hotel and on the room type selected. To check please see the text below each available room type. If breakfast is not included, please click on "more information" to see the additional costs. This information is also displayed on your confirmation email and on "My Booking" after you have booked.

Are taxes included in the room rates?

This depends on the hotel and on the room type selected. To check please see the text below each available room type, for a breakdown of taxes click on "more information". This information is also displayed on your confirmation email and on "My Booking" after you have booked.

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

This rate is the highest price advertised by that hotel on our website for this room for the following months. These are neither rack rates nor competitors rates.

Do I pay the full price for my child(ren)?

The prices shown are per room per stay and do not depend on age of the guests. However, please be sure to check the hotel’s policy of extra beds/cots as described in the question: "We have children; can we get extra beds/cots in the room?".

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

We provides the best available rates for the dates of your stay. It is not possible to have any further reductions on the price.

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

You cannot use the vouchers when booking on our website. You will have to follow the procedures described by the organisation issuing the voucher.

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

Since we already offer highly discounted rates we cannot offer further discounts to guests holding loyalty cards. If you would like to inform the hotel of your card and membership number you are welcome to input this information into the "Remarks" box at the time of booking.

Credit Cards

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

No. A valid credit card is a compulsory part of the reservation process.

Why do I need to give my credit card details?

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.

What does pre- authorization mean?

Before the arrival time, many hotels do a "pre-authorisation" of the credit card. A pre-authorisation is a validity check of your credit card. This "blocks" an amount which could range from one night to the entire cost of a reservation. This is a precaution that the hotel takes in case of no show or late cancellation. The amount should be "unblocked" within 1 or 2 weeks.

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

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".

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

Yes you can – only if you have permission from the card holder. Please state this in the "Remarks" box when making your reservation. The hotel may require authorisation from the card holder Please also note that in the case of a No Show, late cancellation any penalties will be charged to the card provided.

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

We never charges guests’ credit cards. Any charges or pre-authorisations are done by the hotel. Please check the payment conditions on your confirmation email. If you feel you have been charged incorrectly please contact the company who charged your card.

How do we make your booking secure?

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.

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

Please contact the hotel. The hotel’s contact details can be found in the email and online confirmation of your reservation or log on to "My Booking".

Can I use a debit card to complete my reservation?

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.

How does the credit card guarantee my reservation?

A valid credit card is needed as the guarantee in case of late cancellation/amendment or should you not arrive. Before the arrival time, hotels can perform a "pre-authorization" of the credit card. A pre-authorization is a validity check of your credit card

Payments

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

You input your credit card details and they are securely transmitted to the hotel. Payments are taken by the hotel in accordance to the conditions stated on the hotels page and your confirmation email. We will never charge your card. The hotel reserves the right to pre-authorise credit cards prior to arrival.

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

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.

Can I pay for my stay in advance?

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".

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

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

Reservation Process

How many rooms can I book in one reservation?

Depending on availability, you can book as many rooms as you require. If you want to make a reservation for more than10 rooms for the same room type (single room, double room etc), please send an email to us 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.

Can I book a hotel for day use?

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.

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

When filling in "Contact Info" please add your request in the "Remarks" box. Please note that we cannot guarantee that the hotel can meet these requirements. Once you have received your booking confirmation, please contact the hotel directly in order to confirm that the hotel can meet your request.

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

Please click on "More information" by the room type. If the information cannot be found here please email us If you have already made your reservation you can contact the hotel directly with the contact details provided on your confirmation email and on "My Booking".

How secure is the Hotelfreak website?

Hotel Policies

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

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.

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

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".

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

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.

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

All the information we have is displayed on our website; for more information about the room please click on "More information" by the room type. For more information about the hotel facilities please look in "hotel facilities" on the hotel page. If you have already made your reservation you can contact the hotel directly with the contact details provided on your confirmation email and on "My Booking".

How do I find out if a hotel allows pets?

Pet policies are always displayed on the hotel’s page under "Hotel Policies".

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

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.

Confirmation

How do I know my reservation is confirmed?

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".

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

The facilities as listed by the hotel in the room description are guaranteed by the hotel. Any additional facilities or requests will have to be confirmed by contacting the hotel directly on the contact details provided after completing the booking.

I have booked a hotel but I did not receive a confirmation by email. What do I have to do?

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 us.

What is “My Booking”?

"My Booking" is a self service tool that enables you to view, cancel and change your reservation online. You will find the "My Booking" link on the top right hand side of the website as well as in the confirmation email. To log in to "My Booking" you will need your book number and PIN code provided when you completed your reservation.

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

Your PIN code is a 4 digit randomly generated number. The unique combination of your book number and PIN code will allow access to view, change or cancel your reservation on "My Booking" and as such please keep your PIN code confidential.

Cancellation/Change of a reservation

How do I cancel or change my reservation?

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" from the home page and enter your book number and pin number provided when you completed you reservation. From your "My Booking" page, select "My Booking" Self Service. Click on change to modify a room or click cancel to cancel the room. Hotel cancellation fees may apply.

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

You can cancel and change your reservation up till the point of arriving at the hotel. However, cancellation or change fees may be charged if you do so in breach of the hotel’s cancellation/change policy. You will find the hotel’s cancellation policy on your confirmation email. Please note that the hotel’s local time applies in terms of cancellation/change deadlines. For example: a cancellation policy of 1 day prior to the date of arrival means that you must cancel at least 24 hours before the start of the date of arrival to avoid a cancellation fee. We will never charge cancellation/change fees.

How do I know that my booking has been cancelled?

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.

Where can I find the cancellation policy of the hotel?

At the bottom of the page of the hotel 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.

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

Any amendment to the dates of stay of a Hot Deal or Non Refundable reservation will be charged by the hotel and is non refundable due to the special deal.

Extra facilities

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

If the hotel has a luggage storage it will be displayed on the hotel’s page under "Hotel Facilities". For more information regarding the hotel’s facilities on luggage storage please contact the hotel directly using the contact details provided after completing the booking

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

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

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

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.

How do I know if the hotel has parking facilities and how can I reserve it?

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.

Directions

Where can I find the address of the hotel?

The address of the hotel is stated at the top of the hotel’s page and on your booking confirmation.

Where can I find directions to the hotel?

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.