ReservationFAQs FAQ 1. How do make a booking? 2. Do I have to make my booking on-line? 3. What is the difference between the RRP and our price? 4. When do I pay for my reservation? 5. What is the cancellation policy and how do I cancel my booking? 6. How is a cancellation refunded? 7. What happens if I want to move my hotel booking start date? 8. How are our prices so good? 9. Who will confirm my reservation? 10. If I require help or support what do I do? 11. What do I do if the hotel tries to charge me for my reservation? 12. What do I do if I am not happy with the hotel or my room when I arrive? 13. What if I simply need to amend my booking? 14. What do I require when checking in at the hotel? 15. Are my credit card details safe to use on your system? 16. Is my reservation guaranteed? 17. The hotel I want to book is on request what does that mean? 18. What are my personal details used for? 19. Can I add a night to my reservation? 20. What credit cards can I use? 21. Is breakfast included in the rate? 22. The price has gone up since I last checked in. Why ? 23. Are the hotels all en-suite? 24. Do the prices include VAT and credit card charges? 25. What happens if the hotel cannot accommodate my reservation? 26. If I am travelling with my children how many can be accommodated? 1. How do I make a booking on-line? Our booking system is simple and easy to use, simply follow the simple process and on screen instructions. Once you have imputed your selected destination, arrival date and any other relevant information select search and our booking system will search in real time for available hotels. The system will display all available hotels that match your criteria. You can click to find further information about the hotel. To book a hotel, select your chosen hotel and follow the simple and fully secure booking process. Your booking will be completed instantly and a confirmation sent to you by e-mail. Back to top > 2. Do I have to make my booking on-line? No, at HotelStayUK.com we still believe in personal service. If you wish to speak to one of our friendly hotel experts for further help or assistance in making your booking please call our call centre on 08445 007 106 and we will be happy to help you with your reservation. Back to top > 3. What is the difference between the RRP and our price? The recommended retail price (RRP) is the price that the hotel and most of the market suggest that the hotel should be sold at; our price is the price you will pay for the hotel by using our website. This allows you too see what discounts we can offer you and allows you a reference point to compare our price with. Back to top > 4. When do I pay for my reservation? All of our prices are pre paid at the time of booking. Your entire booking cost is charged to your card at the time of your booking and will appear on your card as HotelStayUK Limited. Back to top > 5. What is the cancellation policy and how do I cancel my booking? To cancel or amend your booking please inform us in writing to cancellations@hotelstayuk.com before 7 days prior to the very start of the arrival date (00.01 am Hotels Local time) to avoid being charged 100% cancellation charge. Should the booking be non refundable this will be stated in the hotels information details prior to booking and this will supersede our generic cancellation policy. Please note that no e-mail cancellation is valid until confirmed by return from HotelStayUK and the time of the return e-mail is the time that the cancellation is in effect from. Please note that for e-mail cancellations made over the weekend they will not be processed until our offices are open on Monday 9am. We can only refund the card used to make the original booking. Back to top > 6. How is a cancellation refunded? Your agreed cancellation amount will be refunded only to the card details used to pay for the original booking. Any cancellations will be refunded within 7 - 10 working days. Back to top > 7. What happens if I want to move my hotel booking start date? So long as you are outside of the cancellation terms then we will try and move your reservation to another date, however we cannot guarantee the pricing and availability will remain the same. Back to top > 8. How are your prices so good? We negotiate and contract our prices direct with the Hotels we work with and with large buying power this ensure are prices are kept low. We also keep unnecessary paperwork to a minimum with all confirmations being sent via e-mail ensuring that there are minimum costs and therefore we can pass the savings on to you, the customer. Booking a hotel on-line or via our call centre costs less than using a travel agent or a package operator. Back to top > 9. Who will confirm my reservation? You do not need to contact the hotel at all, we do all the work for you. The prices are ours and not the hotels, the hotel is not obliged to offer your our price. You will receive an instant e-mail confirmation of your reservation, including full details of your stay and full cancellation policy. Should you not receive your booking confirmation within an hour please contact our friendly call centre on 08445 007 106 who will find your reservation for you. Back to top > 10. If I require help or support what do I do? Should you require help or support at any stage during the booking process or leading up to your stay please contact us our friendly call centre on 08445 007 106 and will be happy to assist you in any way. Back to top > 11. What do I do if the hotel tries to charge me for my reservation? Call our call centre instantly, your reservation is booked by us and we handle the payment to the hotel so you should have nothing further to pay the hotel other than any extras charged to your room. Back to top > 12. What do I do if I am not happy with the hotel or my room when I arrive? Once you arrive at your destination hotel if you have any problems, report them in the first instance to the hotel manager. If you are not happy with the results of speaking to the hotels management please inform us of your problem either by calling us during office hours on 08445 007 106 or if out of hours, call the emergency contact number noted on your confirmation. You can also post your complaint in writing within 30 days of your stay via post to the following address: Customer Services, HotelStayUK Leisure Limited, G18 Audley House, North Bridge Road, Berkhamsted, Hertfordshire, HP4 1EH. Back to top > 13. What if I simply need to amend my booking? All amendments must be sent to us in writing. Please email admin@hotelstayuk.com including your booking reference number and request, we will do our very best to help. Changes may only be able to be made outside of your cancellation period. Back to top > 14. What do I require when checking in at the hotel? All you require as standard is your e-mail confirmation and a valid photo I.D. usually a passport is required. Always bring a credit card should you require to pay for any incidentals during your stay, some hotels will insist on a credit card being provided on arrival. Back to top > 15. Are my credit card details safe to use on your system? It is very safe to use your credit card details. We take security very seriously at HotelStayUK Limited, all your details are secured by our payment system operated by Protx (www.protx.com). The Protx system is a secure payment server that transmits credit card details in an encrypted format, keeping your card details safe. Our site is also protected by firewalls and further detailed encryptions and is held on a secure server. Back to top > 16. Is my reservation guaranteed? Yes, once you have received our confirmation e-mail, your reservation and allocation of rooms of that hotel is confirmed from our suppliers. Back to top > 17. The hotel I want to book is on request what does that mean? If your hotel is showing on request all you need to do is book the Hotel as normal and follow the instructions on the screen. We will still require your credit card details, to process a pre-authorisation, but your card is only charged in the event that the hotel confirms your reservation. Once the hotel confirms you will be sent your booking confirmation and your credit card will be charged, should the hotel deny your request, you will not be charged and we will endeavour to find you alternative accommodation. Back to top > 18. What are my personal details used for? See our privacy policy for a full explanation; you will be informed at the time of booking exactly what your details are required for. Back to top > 19. Can I add a night to my reservation? Yes, subject to availability, please email bookings@hotelstayuk.com should you wish to amend your booking. If you're booking is within our cancellation terms please contact us on 08445 007 106 prior to making any amendments to ensure that the possibility of you being charged cancellation charges in minimised. Back to top > 20. What credit cards can I use? You can use most major credit cards including VISA, MasterCard, American Express, Switch and Solo. Back to top > 21. Is breakfast included in the rate? You are informed during the booking process, if breakfast is included; the majority of our contracted rates include breakfast where possible. Back to top > 22. The price has gone up since I last time checked in. Why? Our prices are based on availability at our partner hotels and they do change dependant on demand. We advise that it is better to book earlier if you find a hotel that you really want. As the date gets closer, we begin to run out of availability at the more popular hotels. Back to top > 23. Are the hotels all en-suite? The majority of our hotels are en-suite, 3 star and above; if they are not en-suite you will be informed in the hotel information or during the booking process. Back to top > 24. Do the prices include VAT and credit card charges? Our prices include VAT; the price you see is the price you pay. Should this be any different you will be informed during the booking process. All of our prices include credit card charges. Back to top > 25. What happens if the hotel cannot accommode my reservation? We reserve the right to find you another hotel of similar standard as near as possible to your first choice hotel. We will refund any difference however we will not be held liable for any additional charges or expenses incurred. Back to top > 26. If I am travelling with my children how many can be accommodated? It depends on the hotel and the age of your children. Most hotels will only accommodate 1 child in with two adults per room, however when selecting your accommodation you can search for triple and in some cases quad rooms. Some hotels will allow additional rollaway beds to be put in their rooms and this may be at a small charge. Please contact our call centre for further information about family and child friendly hotels. Any additional children in the room may be charged small additional breakfast costs and this is at the sole discretion of the hotel. Back to top >