1. I have submitted my reservation form and credit card - what happens now?
Once you submit your reservation form and credit card information, your
accommodation request will be processed within 24 hrs (leaving public holidays
and Sundays). However, some delays may occur due to our supplier hotels'
processing requirements. Depending on the destination, this may take from 1 to 3
days. If the hotel you chose is available for the dates you specified, your
booking will be finalized and your credit card will be charged. If you wish to
cancel your booking after this, you will incur a cancellation fee - see booking
conditions. If the hotel is not available, we will contact you with a suitable
alternative for the same location and same price range and no payment will be
incurred.
2. How long will it take to confirm my booking?
Under normal circumstances we confirm your booking in 24 hrs time (Leaving
Public holidays and Sundays)
You can check on the Current status of your booking request at ANY TIME, through
our email link sent to you. You can visit this page at any time to see the
real-time status of your request, and to amend/cancel your request, if required.
Disclaimer: while we try our best to process your booking request according to
the guidelines shown above, occasionally we are unable to finalize your request
within this time limit. Some of the reasons for delays in replying include
public holidays and time zone differences.
3. How can I amend or cancel my booking?
Should you wish to amend or cancel your existing booking, please use our links
sent to you visa email. You can also email us (make sure you make it Subject:
"amendment/cancellation request" and include your Booking reference number or
ID). One of our reservation officers will get back to you with a response as
quickly as possible. Please note: an amendment or cancellation fee will apply -
see booking conditions.
4. What is the CONFIRMATION / ACCOMMODATION VOUCHER?
Once your request is confirmed we will send you an email with a link to your
Voucher. Please print out a copy and keep this document safe. You will have to
present it at the hotel during check-in procedures. Should you lose or damage
the voucher, please re-visit the link and print another copy of the Voucher. If
you have any further problems you must contact us immediately and we will assist
you.
5. What happens if there is a problem with the hotel when I arrive?
The first step is to contact the Reception desk at the Hotel, to see if the
matter can be settled directly. If you continue to have problems that require
our attention and cannot be solved by you at the hotel, please telephone our
nearest customer service office as soon as possible. Should the issue require
you to move from your chosen Hotel to alternative accommodation, we will make
every effort to meet your needs.
6. I have lost my voucher, what do I do?
To get another copy of your voucher, please go to our email link. Once you enter
your Booking reference number or ID and the email address used when making the
booking, you will be able to access a page where you can print another copy of
your voucher. If you have lost your booking reference number or ID, please
contact us and we will resend it.
7. How do I check on my booking for a hotel?
You can check the status of your existing booking in two ways. Firstly, as soon
as we receive your Reservation Form with your booking request, you will be sent
an email letting you know we have received your request. The email we send has a
link to our booking page, which describes what we are currently doing with your
request, and if it is confirmed. The "View/Amend Your Booking" feature lets you
see what's happening with your request instantly. Secondly, you can also click
on the Contact Us link above and send us your Booking reference number or ID
with your requirements, we will respond to you by email as soon as we can.
8. You sent my Confirmation Voucher to me, but when I called the Hotel directly
to check on my booking, the Hotel informed me they were not holding a room for
me. What do I do now?
Some of the Hotels with which we book accommodation for our clients, have
allotted a number of rooms to our company each day. We then allocate your Name
list to these available rooms. We keep all your details on file, until we submit
the full Name lists and details of each booking, a set number of days before the
check in date. So please do not be alarmed if the Hotel does not have your
booking details, as they are on file, and will be submitted closer to your check
in date. If you have any queries regarding your booking, please contact us visa
email.
9. How can I request an early check-in or a late check-out?
If you want to request an early check-in or a late check-out, please include the
information in the 'additional requests' section when filling out the
reservation form.
Please note: Early check-in and late check-out are subject to the availability
of the room and cannot be confirmed until the day of check-in or check-out. We
can advise the hotel of your request, and they will try their best to
accommodate your needs.
10. What are your booking conditions?
To read our Booking Conditions, please
click here.
