Top 10 Questions

All the facilities listed under the room or accommodation type are included in the price. You can also see if other things like breakfast, taxes or service charges are included when you compare different options to book. After you book, this information can also be found in your confirmation email, and you can see it when you view your bookings in your account.
A valid card is needed to guarantee your reservation with most properties. We do offer a number of properties, however, that will guarantee your reservation without a card. You can also make a booking using someone else’s card provided you have their permission. In this case please confirm the card holder’s name and that you have permission to use their card, in the ‘Special Requests’ box when making your booking.
As soon as you have completed the booking process the confirmation page appears. We also email a copy of this confirmation to you. Your confirmation includes all of your reservation details, as well as a booking number and your PIN code. Your booking number and PIN code will only be needed if you contact Customer Service. You can also access your confirmation online, see details of your reservation, or make changes to your booking at anytime by signing in to your account. If you don’t have an account, you can create one here.
Yes, it’s easy. You can cancel or change your booking by signing in to your account. If you don't have an account, you can create one here. Please, remember to check the property’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room specific cancellation information is included beside the room type under the ‘Conditions’ column.
Your PIN code is the 4-digit number on your booking confirmation, which in combination with your booking number, allows us to easily recognize you if you contact Customer Service.
If you have a question for a property before you book, please see the information under the policies and facilities of that property on our website. If you do not find your answer there, please contact Customer Service by phone or email, and we will be happy to ask on your behalf.

Once you have booked, you can see the property’s contact details in your online booking confirmation. Your confirmation email will also have this information, and you can see it in under Manage Booking as well. The mobile app also includes this information.
Once you have entered the dates of your stay, the available accommodation types are listed, with the rates clearly displayed next to them. You might see that the same accommodation type has a different rate based on how many people are staying, whether or not breakfast is included, and whether or not the reservation can be cancelled.
The payment process for your stay varies based on the individual hotel and room type. You can check how you will be charged for your stay in the ‘Hotel Policies’, in the room description under ‘Conditions’ and in your booking confirmation.
Most hotels do not require an advance payment or deposit. If they do you will find the details under ‘Hotel Policies’ on the hotel’s page and in your confirmation email.
You can find information about extra beds and cots for children in the "House Rules" on the property page when you book.
  • Added costs for children, if any, are not included in the reservation price.
  • When you make a booking, you can request an extra bed or cot for a child in the “Special requests” box.
  • If you’ve already made a booking, you can always request an extra bed or cot via the link provided in the booking confirmation email.
  • We recommend contacting the property before you arrive to make sure they have an extra bed or cot available. You can find their contact details in the confirmation email and when you view your bookings in your account.