Choose the topic most closely related to your question and click the appropriate link for a list of FAQs on the subject. If you can't find the help you need here, contact us using our feedback form.

Frequently asked questions

• Hotel & booking
  • Can I reserve more than one room at a time?
  • How do I book a hotel room that meets my accessibility needs?
  • How do I know my reservation is confirmed?
  • How do I make a reservation for someone else?
  • I know where I want to stay, but the search results do not show the hotel I want. Why can't I find it?
  • I want to bring my pet. Will the hotel allow it?
  • I'm having trouble booking online. What do I do?
  • What should I do if I didn't receive a confirmation email after making my reservation?
  • What should I do if I have a question about a past reservation?
  • Can I change my hotel booking?
  • Can I cancel my booking?

  • Can I reserve more than one room at a time?
    Yes. You can book up to eight rooms in a single transaction.
  • How do I book a hotel room that meets my accessibility needs?
    Please refer to the Property description for specific needs or alternatively contact the property. We cannot guarantee that a room with your requested options will be available.
  • How do I know my reservation is confirmed?
    We will send you an email confirmation after you've completed your booking. You should receive the confirmation email generally within 15 minutes, although it may take up to several hours for you to receive the confirmation email. It's worth checking the spam folder in your email to make sure your confirmation email was not blocked. You may need to add this web site to your "allowed" senders list to receive confirmation emails and information regarding future bookings.
  • How do I make a reservation for someone else?
    You can easily make the reservation for them online - just enter the name of the guest checking into the hotel and a phone number for the guest while traveling. You will need to provide the guest's email address so they receive their email confirmation.
  • I know where I want to stay, but the search results do not show the hotel I want. Why can't I find it?
    There are several reasons why this could happen:
    
    • If we don't have rooms available for the dates you want, the hotel may not show up in your search. You may want to try your search again without dates.
    • If you use the filters on the Search Results page to narrow your preferences, it's possible that you have filtered that hotel out of the listing.
    • Or you could be searching for a hotel for which this web site does not have negotiated rates.
    The best way to find a specific hotel is to filter by hotel name after performing a search in your desired location.
  • I want to bring my pet. Will the hotel allow it?
    Pet policies vary by hotel. If the hotel you are seeking to book shows as "Pets Considered," please contact us for further assistance.
  • I'm having trouble booking online. What do I do?
    Please contact us via the contact details on the Site.
  • What should I do if I didn't receive a confirmation email after making my reservation?
    Generally, confirmations are sent within 15 minutes of booking, although sometimes it can take a few hours to receive the confirmation email. You may need to add this site to your "allowed" senders list to receive confirmation emails and information regarding future bookings.
  • What should I do if I have a question about a past reservation?
    Please go to the Customer Service page and follow the guidelines to contact us
  • Can I change my hotel booking?
    No, you can’t change your reservation once the booking is made and confirmed. This applies to changes regarding to room type, date and hotel. Our change and cancellation policy applies to all hotels on the homepage.
  • Can I cancel my booking?
    No, it’s not possible to cancel a booking once the booking is made and confirmed. Our change and cancellation policy applies to all hotels on the homepage.
• Gift card & redemption
  • How do I use my gift card?
  • Where do i find my gift card code?
  • My gift card is expired . What do I do?
  • How long is my gift card valid?
  • Can I use my gift card for more than one booking?
  • Is it possible to use more than one gift card for the same booking?
  • Which hotels and destinations is my gift card valid for?
  • Can I return my gift card and get a refund?
  • How many persons is my gift card valid for?
  • Do I need to activate my gift card prior to using it?
  • I have lost my gift card. What do I do?

  • How do I use my gift card?
    It is actually quite easy.
    
    1. Type in your destination and travel dates in the search field on the front page
    2. Choose a hotel and your desired room
    3. Continue to the checkout page and enter your gift card code (the code is located on the back of your gift card)
    4. Take off and enjoy your well deserved break
  • Where do i find my gift card code?
    The gift card code is located on the back of your gift card.
  • My gift card is expired . What do I do?
    If the 12 months of validity(counting from the date of purchase) has expired, then your gift card is no longer valid and can therefore neither be used nor refunded. So please remember to book your stay within the 12 month period of validity(counting from the day of purchase).
  • How long is my gift card valid?
    Your gift card is valid for 12 months counting from the day of purchase. Please note that it is possible to book a stay for a date after the validity runs out, as long as booking i completed within the 12 months of validity.
  • Can I use my gift card for more than one booking?
    Yes, it is possible to use your gift card on more than one booking. If you do not use the entire amount on your gift card, then we automatically save the remainder for you on the same gift card, which you can then use for your next booking.When you have used the entire amount, then we will automatically close your gift card. Also remember that it is possible to upgrade to extra nights and/or other types of rooms (subject to additional fees).
  • Is it possible to use more than one gift card for the same booking?
    Yes, it is possible to use more than one gift card for the same hotel booking. All you need to do is add the gift card codes when you get to the checkout page.
  • Which hotels and destinations is my gift card valid for?
    Your gift card is valid for a hotel of your choosing equivalent to the value of the gift card. It is always possible to upgrade to extra nights and/or other room types (subject to additional fees).
  • Can I return my gift card and get a refund?
    Yes, you can return your gift card and get a refund within 14 days of purchase. The gift card can only be returned to the store where it was purchased. To get a refund you must present the receipt. The packaging must be unbroken and completely intact (store rules for return and refund apply).
  • How many persons is my gift card valid for?
    Your gift card is valid for the number of people stated on the gift card. However, it is possible to upgrade your booking with more people and rooms (subject to additional fees).
  • Do I need to activate my gift card prior to using it?
    No, you do not have to activate your gift card prior to using it. Your gift card is activated when it is purchased and is ready to use on our website.
  • I have lost my gift card. What do I do?
    Unfortunately, we do not replace stolen, lost or damaged gift cards.