frequently asked questions

How do I change or cancel my booking?

Q. How do I cancel or amend my booking?

A. Please call our UK reservations team on: +44(0)845 230 8888 and they will assist you with this. Unlike many of our competitors, we do not charge you an administration fee for amending your booking.
N.B. Any cancellations or amendments must be made through HotelConnect and not with the hotel or this may affect any refund due to you.

Q. Will I be charged if I cancel a booking - what is the minimum period of notice?

A. If the booking is cancelled within 48 hours notice or less, the hotel will levy a charge of the first night's accommodation. For cancellation earlier than 48 hours prior to arrival, HotelConnect charge an admin fee of £15 per person per destination.

Q. Can I make a name change if I cannot travel?

A. Yes, provided you give us a minimum of 24 hours notice so that we can advise the hotel. There is no charge you for making a name change.

Q. What happens if I can't check-in on the first day of my booking?

A. In the first instance, please try to contact us on our reservations number
(+44(0)845 230 8888 – an emergency number will be given out of office hours) or contact the hotel direct. If you fail to pre-advise that you will not be arriving as planned, the hotel may cancel your booking and re-sell your room. In this instance, either the first night will be charged or the hotel will levy a charge according to the contract under which the booking was made and sold to you.

Once I’ve booked, what happens next?

Q. Do I have to re-confirm my booking?

A. No - once your booking is made with us, the hotel receives your details automatically. You can be assured of your hotel booking with HotelConnect.

Q. What documentation will I receive after making my booking?

A. If you have opted to receive documentation, you will receive a booking confirmation, hotel voucher with information and a quality feedback questionnaire.

Q. Is there a special number that I can phone if there's a problem?

A. Yes - we have a dedicated emergency telephone number to call out of hours and at weekends / holiday periods, which is given out on our answerphone. Please call us if you are experiencing for example, flight or transport delays or difficulties with your accommodation.

I have a question about payment & price

Q. Is the total price shown, per person or per room ?

A. The price shown gives the total for all persons, inclusive of breakfast and taxes

Q. Are my credit card and personal details secure?

A. Our site is secure - upon entering your details, these will be encrypted. We store a minimum of customer information and we never pass this on to any other company or supplier.

Q. Do I have to pay the whole amount due when I make the booking?

A. Yes, in most cases apart from group travel on which we accept deposits.

Q. What credit / debit cards can I use to make payment?

A. We currently accept Visa, Mastercard, Solo and UK debit and Maestro cards. European debit cards may be used if they contain a Visa logo facility.

Q. What currency is shown on your site ?

A. You can choose to show booking prices in Pounds Sterling, Euros, US Dollars, Canadian Dollars, Dansk kroner, Norsk kroner and Svensk kroner or Swiss Francs.

Q. Why are there occasional price differences throughout the year?

A. This may depend on whether you are booking in low or high season. There may also be times when your preferred dates coincide with major trade fairs or localised events, during which periods hotels often increase the cost of their normally discounted rates to us as room availability is more scarce. We will always endeavour to find you the most competitively priced hotel.

Q. Do you offer any hotel special offers or discount deals online?

A. Yes, where available we offer a full range of hotel special offers and discount deals through our online reservation service and our call centre, which include many weekend and seasonal promotions. We regularly feature special offers for hotels - please note that only 1 offer per booking is permitted - long stays cannot be split into 2 bookings, to gain more free nights. If this occurs, such split bookings may be refused by the hotel on arrival or their standard room price may be charged.

About the hotels

Q. Can I book a suite or sea-view room etc?

A. Please contact our reservations team and we will assist you with your request.

Q. What standard of hotels can I book online?

A. We offer a varied selection of hotel accommodation in many major cities and beach resorts throughout Europe which include a good selection of 2 star budget hotels, excellent quality 3 star hotels and 4 star hotels and luxury 5 star hotel accommodation. We also have a good choice of convenient airport hotels. All of our hotels and apartments in Europe are carefully vetted and we only offer quality hotel accommodation and apartments.

Q. What do you offer in terms of facilities for the disabled?

A. Many hotels in our programme offer rooms with disabled facilities which include specially adapted bathrooms. Many also offer facilities throughout the hotels themselves. These are shown with the disabled symbol in the facilities section of our websites, underneath the hotel descriptions. Disability regulations do however differ between countries and there is no worldwide standard. If you have specific medical or disability requirements that must be met, then please contact our UK reservations team on: 0845 230 8888 to discuss these, so that we can confirm your preferred hotel can provide them. We'll do as much as we can to help.

Q. If a hotel is graded as 'superior' does this mean I will get a superior room?

A. No - if we add a superior classification to the general rating, it means the hotel falls between 2 categories, so a 3* Superior for instance, will be better than a 3 star but not quite up to the standard of a 4 star.

Q. What do I do if I want more information on certain hotels?

A. Hotel details are displayed online. If you have a specific requirement, please call our reservations team - in many cases, you can speak to a member of staff who has visited the hotel in question.

Q. Do the hotels that you feature have parking facilities and are there any charges for parking?

A. Some hotels offer parking facilities either on-site or nearby - most levy parking charges which will vary, approximate fees are shown (where known) in our hotel information.

Q. What time can I check in at the hotel?

A. Check in time at most hotels usually starts around 15:00 p.m. onwards to allow the rooms to be cleaned and re-stocked after the previous occupant/s, but some hotels may allow you to check in earlier and most will let you leave your luggage at reception. Your rooms are guaranteed for late arrival. Please note however, that if you fail to check in by 09:00 a.m. the following day, the hotel is under no obligation to keep your room and may charge you.

Q. What is the latest time that I can check out?

A. Check out time is usually around 11:00 a.m., however, please ask your hotel as they may offer a late check out facility ( this usually carries a small fee.) Most hotels will allow you to leave your luggage at reception and collect it before leaving for the airport.

Q. Why do some hotels require a credit card imprint on check-in?

A. This is a standard requirement in most hotels worldwide and is only taken as a precaution, so as to guarantee payment of any incidental charges (such as telephone calls, room service etc.). But on check-out, the hotel will usually give you the option of paying by cash instead.

Q. Will there be any additional charges for facilities at the hotel?

A. Some hotels may levy daily or weekly charges for room safe's, air-conditioning or gym/leisure facilities and where these are confirmed to us, we will always display them - if you are in any doubt, please contact our reservations team, who will gladly call the hotel to clarify prices. Many US hotels have ' honor bars ' which contain goodies, games, drinks, condoms etc and work on a system of trust, in that guests must leave money each time they take something from the bar or pay at reception on departure - if payment is not made at the time, the hotel will reserve the right to levy the charge after the client's departure and may seek payment either direct or through their supplier

Q. When will the hotel have their heating / air conditioning turned on?

A. Most European hotels have set dates for switching over these systems. During the summer season ( 1st April to 31st October ) hotels will operate air-conditioning and during winter season ( 1st November to 31st March ) they switch over to heating. If either is particularly important to you, please contact us and we will enquire further with the relevant hotel.

Q. Can a friend join me during my stay?

A. Please remember that the price you pay is the total for yourself and anyone travelling with you, as advised to us when you make your booking. If you then arrive at the hotel with additional guests or are joined by a guest during your stay, the hotel will expect immediate payment for them and may charge you at their normal daily rate.

Q. Can I make specific requests to the hotel - i.e. disabled facilities, non-smoking rooms ?

A. For special requirements, please call us and we will contact the hotel to check if they can accommodate your request.

Q. Can you give me an explanation of available room types?

A. Please click here for room type explanation

Q. What does 'en-suite' mean?

A. En-suite facilities always include a shower or a bath, or both. Should you have a specific requirement, please contact our Reservations Department who can request this for you.

Q. Are all rooms en-suite?

A. Most of our rooms are en-suite, however, we will advise you when they are not.

Q. What is the difference between buffet and continental breakfast?

A. Continental breakfast will typically consist of croissants, rolls or bread, cold meats, fruit, cereals, tea / coffee and fruit juices. Buffet breakfast will usually consist of croissants, rolls or bread, salami and other meats, cheeses, yoghurts, cereals, fruit, jams & spreads, tea / coffee and fruit juices. There may also be some hot food choices, such as sausages, eggs and bacon.

Q. Can I check in if I'm not named on the voucher?

A. Please note that in many US & European hotels, check-in can only be completed for all persons, if the lead named customer is present with a valid voucher. This is for safety and security reasons.

About travelling with children

Q. Can I book children or groups online?

A. For the present, please contact us if you have children or complete your group requirement details here and our group's agent will contact you. Children will soon be bookable online.

Q. Do you offer child discounts ?

A. Most hotels do offer these, but they vary between properties - our reservations team can advise you regarding the individual hotel.

Q. Can children under the age of 18 book and stay in accommodation alone?

A. For legal and safety reasons, many hotels do not accept booking from unaccompanied children and we strongly recommend that you contact us prior to booking, as children under 18 may be refused accommodation if they arrive without a responsible adult.

General travel advice

Q. Do I require a Visa for European & other countries?

A. Visa requirements vary greatly depending upon the individual and the country - for UK residents, we recommend that you consult the UK Visa enquiry website on: www.ukvisas.gov.uk or contact us well in advance of your travel date if you are in doubt.

Q. Where can I find details of travel advice?

A. In the UK, the UK Foreign Office website is a useful source for further information: www.fco.gov.uk - for other countries, please consult their related site.

Q. Passports - are there any passport restrictions?

A. Please ensure that you have a current passport with at least 6 months validity, prior to your travel dates.

Q. How many kilometres in a mile?

A. 1.6 kilometres is equivalent to 1 mile.

Other…

Q. Do you have any travel related bonding?

A. We have been in business since 1993 are members of ABTA (the Association of British Travel Agents), association number J6767

Q. Can I book last minute?

A. Yes - we can even book you in over the phone as you board the plane. However for online bookings we need at least 24 hours notice.