Frequently Asked Questions

Below are all of our Frequently Asked Questions.
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Searching   How do I find available hotels for the period I want to stay?   In the search menu on the left containing the check-in and check-out data, please select the dates of your stay and tick 'Show only available hotels'.         How do I search for hotels with specific facilities such as, for example, a pool?   In the search menu on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as a "pool".         How do I search for hotels that offer family rooms?   In the search menu on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "Family rooms" (note though that these rooms will not necessarily be available for the requested dates).         Where can I find the contact details of the hotel?   You can find the address on the hotel page. The contact details will be given, after you have made the reservation, in the confirmation email.         Where can I find the directions to the hotel?   At the bottom of the overview page of the hotel you can find travel information with details on location and directions.         Room Types   What's the difference between a Double room and a Twin room?   A double room has one double bed. A twin room has two single beds.         We have two small children; can we get extra beds in the room?   Va trareny bar rkgen orq sbe bar puvyq vf ninvynoyr ng n zvabe nqqvgvbany punetr. Ubjrire, cyrnfr abgr gung guvf cbffvovyvgl qrcraqf ba rnpu ubgry'f cbyvpl naq ninvynovyvgl. Jr nqivfr lbh gb purpx gur bireivrj cntr bs gur ubgry, be gb fraq na rznvy gb phfgbzre.freivpr@obbxvat.pbz.         Can I generally request an extra bed for a third person in a double room and at what costs?   Vg jvyy qrcraq ba rnpu ubgry'f cbyvpl naq ninvynovyvgl. Bapr lbh unir ergevrirq gur ninvynovyvgl sbe n fcrpvsvp ubgry sbe gur erdhrfgrq qngrf, lbh pna npprff gur ebbz qrfpevcgvba ol pyvpxvat ba gur ebbz anzr. Vs gur cbffvovyvgl naq gur pbfgf bs na rkgen orq va gur ebbz ner abg fcrpvsvrq va gur ebbz qrfpevcgvba, cyrnfr fraq na r-znvy gb phfgbzre.freivpr@obbxvat.pbz.         Pricing   Are the rates on your website per person or per room?   All rates are per room, per stay, unless stated differently.         Do I pay a reservation fee?   No, we will not charge you a reservation fee.         Is breakfast included in the price?   Once you have retrieved the availability for a specific hotel for the requested dates, you can click on the room name to find information about breakfast, taxes and room facilities.         Are taxes included in the room rates?   Once you have retrieved the availability for a specific hotel for the requested dates, you can click on the room name to find information about breakfast, taxes and room facilities.         Do you offer special discounts (for seniors, airlines employees, etc)?   We provide the best available rates for the dates of your stay. The discounts are already included and therefore it is not possible to have any other discount on the confirmed price.         Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?   No, via our website it is not possible. You will have to book through the organisation issuing the voucher.         Credit Cards and Payments   Why does Booking.com need my credit card details?   Your booking will be processed by Booking.Com. In general your credit card details are only required as a guarantee for the hotel in case you do not arrive or cancel too late. This might result in a no-show charge (generally the equivalent to one night's stay) by the hotel. Booking.com will never charge your credit card. You will pay for your stay at the hotel.         Does the hotel need a deposit or a payment in advance?   You will pay for your stay at the hotel. If the hotel requires a deposit, it will be clearly mentioned on the overview page of the hotel. However, note that some hotels perform a pre-authorisation check on your credit card as an extra guarantee. A pre-authorisation is a validity check to reserve a certain amount that would guarantee the room. This amount may correspond to the price of one night or to the total cost of your reservation. Once the credit card has been validated, the reserved amount will be released.         What types of credit card can I use to guarantee the reservation?   MasterCard, Visa and American Express are accepted as a guarantee. However, it is possible that the hotel does not accept all of these for payment. Please check at the bottom of the overview page of the hotel in the 'Hotel Policies' section for 'Accepted credit cards'.         Can I pay for my stay in advance?   Please note that such arrangements depend on each hotel's policy. Therefore, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.         Can I pay for my stay at the hotel with a different credit card than the one used to guarantee the reservation?   As the credit card details are only needed for guarantee purposes, you can pay at the hotel using the payment method of your choice.         My credit card has been charged. How can I get a refund?   Booking.com never charges our guests' credit cards. The charge has been performed by the hotel. Therefore, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.         I do not have a credit card. Can I still book a room?   Unfortunately all hotels require a credit card to guarantee a reservation. We are not able to process any reservation without a credit card.         Is it safe to fill in my credit card number? How secure is the Booking.com website?   Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. We also use a firewall which protects our servers and network against unauthorised access. In the unlikely event that your credit card were to be misused, Booking.Com promise to reimburse you the first 50 euros of the cost. The credit card is obliged to pay the remainder.         Reservation Process   How do I know that my reservation is confirmed?   Jura lbh unir pbzcyrgrq gur sbhe fgrcf bs gur erfreingvba cebprff, na vafgnag ba-fperra pbasvezngvba jvyy nccrne. Vg jvyy fubj lbhe erfreingvba qrgnvyf nf jryy nf lbhe obbxvat ahzore. Jr nqivfr lbh gb cevag vg bhg. Jvguva n pbhcyr bs zvahgrf, lbh jvyy erprvir n pbasvezngvba rznvy pbagnvavat zber vasbezngvba fhpu nf gur ubgry'f pbagnpg qrgnvyf.         Can I book a hotel room by telephone or email?   Hasbeghangryl, jr qb abg gnxr obbxvatf ol gryrcubar be rznvy. Ohg vs lbh arrq nffvfgnapr bs nal fbeg lbh pna nyjnlf pnyy hf qhevat bssvpr ubhef be fraq na rznvy gb phfgbzre.freivpr@obbxvat.pbz.         I have booked a hotel but I did not receive a confirmation by email. What do I have to do?   Gur zbfg pbzzba ernfba sbe abg trggvat n pbasvezngvba rznvy vf glcvat lbhe rznvy nqqerff vapbeerpgyl. Gurersber, cyrnfr qbhoyr purpx lbhe rznvy nqqerff orsber svanyvfvat lbhe erfreingvba. Nyfb jr unir abgvprq gung va fbzr pnfrf bhe pbasvezngvba rznvy znl raq hc va lbhe fcnz sbyqre. Vs lbh qb abg erprvir na rznvy nsgre lbh unir znqr n obbxvat, cyrnfr fraq na rznvy jvgu lbhe obbxvat ahzore naq qrgnvyf gb phfgbzre.freivpr@obbxvat.pbz.         How many rooms can I book in one reservation?   N znkvzhz bs 10 ebbzf (vs ninvynoyr) pna or obbxrq va nal bar erfreingvba. Vs lbh jnag gb znxr n erfreingvba sbe zber guna 10 ebbzf, cyrnfr fraq na rznvy gb tebhc.erfreingvbaf@obbxvat.pbz. Vg vf abg cbffvoyr gb obbx n zrrgvat ebbz.         Can I book a hotel for day use?   Unfortunately it is not possible to book a hotel for day use. The minimum that can be booked through our website is one night.         Hotel Policies and Facilities   What are the check-in and check-out times of a hotel?   The check-in and check-out times differ. You will find them on the 'Hotel Policies' section at the bottom of the overview page of the hotel. If you are going to arrive late or very early, we advise you to let the hotel know in advance using the Remarks field in the reservation form (in English or the language of the hotel if possible), or inform the hotel directly using the contact details you will find in your confirmation email.         How can I request an early check-in or late check-out time?   We advise you to contact the hotel. You will find the contact details of the hotel in your confirmation email.         I will be arriving late in the evening at the hotel. Can I still check-in?   You will find the check-in times on the 'Hotel Policies' section at the bottom of the overview page of the hotel. We advise you to contact the hotel to make sure you can check-in late. You will find the contact details of the hotel in your confirmation email.         How do I know if the hotel has parking facilities?   Ba gur bireivrj cntr bs gur ubgry, va gur frpgvba 'Geniry vasbezngvba', lbh jvyy svaq zber qrgnvyf nobhg cnexvat snpvyvgvrf ng be arneol gur ubgry. Vs guvf vasbezngvba vf abg fcrpvsvrq, cyrnfr fraq na r-znvy gb phfgbzre.freivpr@obbxvat.pbz.         How can I know that the hotel offers a shuttle service and how can I book it?   Please check in the section 'Hotel Facilities - Services' whether the hotel offers shuttle service. If so, please contact the hotel directly in order to arrange it, once your reservation has been confirmed. You will find the hotel's contact details in the confirmation email.         How do I find out if a hotel allows pets?   In the search menu on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "Pets allowed" or "Family rooms."         How do I find out if a hotel has a certain facility, e.g. a lift?   You can check the 'Hotel Facilities' on the overview page of the hotel.         What do I do when I have a question about the room or hotel?   Jr nqivfr lbh gb pbagnpg gur ubgry ivn gur Erznexf svryq ba gur erfreingvba sbez (va Ratyvfu be gur ynathntr bs gur ubgry vs cbffvoyr) be fraq n zrffntr gb: phfgbzre.freivpr@obbxvat.pbz.         Cancellation   How can I cancel or change my booking?   You can cancel your reservation or send us a request for a modification by clicking on the link at the bottom of your confirmation email.         Do I pay a cancellation fee?   Booking.com will never charge you a cancellation fee. However, in order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of the hotel. You will find the cancellation policy on the 'Hotel Policies' section at the bottom of overview page of the hotel.         How do I know that my booking has been cancelled?   Nsgre lbh unir pnapryyrq lbhe erfreingvba lbh jvyy erprvir na rznvy gb pbasvez lbhe pnapryyngvba. Vs lbh qb abg erprvir gur pnapryyngvba rznvy, cyrnfr fraq na rznvy jvgu gur qrgnvyf bs lbhe erfreingvba gb phfgbzre.freivpr@obbxvat.pbz.