Frequently Asked Questions

Payment

What is an advance payment?

The advance payment is a sum of money, which will be withdrawn from your account before the date of arrival. Both, the date and the amount, are subject to the rules established by the facility of booking. Not all facilities require advance payment.

When will the advance payment be withdrawn from my bank account?

The owner of the facility establishes the amount of the advance payment and applicable rules. It will be withdrawn from your bank account as a confirmation of the room. The total amount for the accommodation will be blocked before your arrival at the facility. If you have any further questions on the topic, we advise you to contact the owner of the facility in order to get more information.

What does the price include and exclude?

Our company does not charge any commission on your booking. The price may exclude local taxes and levies. It is better to clarify this information with the owner of the facility.

Can I pay for my accommodation in advance?

This should be clarified with the owner of the facility.

When will the payment for accommodation be withdrawn from my bank account?

It depends on the rules established by any specific facility, which you are booking. It is advisable to clarify this with the owner of the facility directly.

Can I use two different bank cards – one for making the booking and another one for making payment for the accommodation?

The majority of the facilities accept any other bank cards or cash. Nevertheless, we advise you to contact the facility in advance to clarify this matter.

Advance payment: is it full payment for accommodation or any part of it?

Every facility has its own rules. Read the terms of booking carefully.

Why do I have to provide details of my bank card?

It is required for the owner to confirm your booking. The owner (or the administration) of the facility you are booking, can block the required amount on your bank card in order to check validity of the card and availability of the funds on its account, or to withdraw the payment simultaneously with the booking (depending on the terms of booking).

What does it mean – to block in advance?

It is when the amount on your card is temporary blocked. This is done in order to check validity of the bank card and availability of funds. If this is the case, the means will be returned upon expiry of stipulated period of time, depending on rules and regulations of your bank and of the facility.

Why did the facility withdraw money from my bank card?

There are 2 possible explanations.

  • It was blocked in advance (see above). This amount will soon be unblocked and returned to your account.
  • It was an advance payment, which is withdrawn simultaneously with the booking. Details of the advance payment will be stated in your confirmation.

If you decide to cancel the booking, you are entitled to recover the full amount, if the facility provides for a free cancelation. If not, you will have to pay a penalty.

Does the price include taxes?

It varies, depending on the facility and local legislation. You can check this information in the breakdown of the price at the time of booking.

Cancellations

Can I cancel a booking?

Yes, you can. But in many cases, you would end up paying a penalty. The amount of penalty and its application (whether or not you would have to pay it) is determined by the owner of the facility you are booking. The payment is sent directly to the owner. We advise you to read about cancelation procedures and the amount of penalty in your agreement carefully before making a booking.

If I want to cancel a booking, will I have to pay a penalty?

It depends on the facility that you have booked and whether the owner provides for a free cancelation or not. If the cancelation is free of charge, you would not be liable for paying a penalty, if not, you would have to pay a penalty. The amount is determined by the owner of the facility and is payed directly to him/her.

Can I change the dates in a non-refundable booking?

No, you would not be able to do so. You can only cancel the booking. Simultaneously with canceling the booking, you would become liable to pay a penalty, established by the owner of the facility (if such penalty is applicable). The money would be sent directly to the owner.

Where can I find information about cancelations?

Read the information at the time of making the booking, directly before confirming it. There you will find rules established by the owner of the specified facility.

How will I know that my booking is canceled?

If you made a request for canceling a booking, you should receive an email confirming such cancelation. If you do not receive it within 24 hours or directly after making the cancelation, check Spam folder in your email. If you do not find anything there either, contact the facility you had booked and clarify with them, whether they had received your request or not.

Room types

If we are travelling with children, can we get an extra bed or a baby cot?

Read the Hotel Policy carefully, this information is provided for each facility separately. There you will certainly find information about accommodation with children and provision of extra beds and cots. Moreover, please be advised about the following:

  • the hotel may charge extra money for accommodating children, this charge is not included into the price of the booking;
  • if you are booking a hotel and travelling with children, write that you would be needing extra beds in Comments.
  • if you have already booked a room, go to your confirmation and request extra beds (sleeping accommodation).
We recommend contacting the hotel (booked facility) before arrival and arranging for the provision of extra beds. You can find contact details in your booking confirmation.

What is the difference between Double and Twin room types?

A twin room consists of two single beds, a double room consists of one double bed. However, both room types can be arranged to have one double bed or two single beds. Write what option works better for you – a double or a twin - in Comments.

What does it mean Free Cancelation and Non-Refundable?

If the owner of the facility provides for free cancelation of the reservation, you can change or cancel the booking without penalties. However, you must cancel before specified date. This date is stated in terms of booking and in your confirmation. For example, cancel 7 days before the arrival. The number of days says how many days there are before your date of arrival.

Non-Refundable means the opposite: if you decide to change or cancel the booking, you would have to pay a penalty. The amount of penalty is stated in information about the facility and in your confirmation.

Can I have an extra bed in my room? How do I pay for it?

Read the Hotel Policy carefully. Usually this section includes information about extra beds. Generally, it is possible to organize an extra bed, including for (not limited to) children, however it is not included in the price of the booking and is charged additionally. Write that you would be needing extra beds in Comments. We recommend contacting the owner of the booked facility in order to clarify this question. You can always find the hotel’s contact details in your booking confirmation.

Booking details

Can I make changes to the booking that I have already made? For example, can I change the dates?

Yes, you can. In order to do so, you have to send booking confirmation and indicate/request/check availability for the new dates or make relevant changes on our website.

If changes are permitted according to the rules established by the booked facility, you would be able to change:

  • your bank card details;
  • information about guests;
  • arrival/departure time;
  • arrival/departure date;
  • type of accommodation;
  • type of bed.
You would also be able to add a room or meal option (if the facility provides this kind of service), cancel the booking, send a request for availability or contact the owner directly.

Where can I find complete details about the room and its amenities?

You can find this information in your booking confirmation.

What shall I do, if I arrive outside the normal business hours of the reception? How can I check in?

The personnel of the facility will do everything in order to accommodate you when it would be convenient for you, however, we cannot guarantee that. We recommend contacting the owner directly and request to organize the check-in outside the normal business hours.

What shall I do, if I cannot find confirmation?

Send us request by writing your email and we will send you the confirmation again. However, check your inbox (including Spam folder) first.

How can I get invoice for my stay?

Write to the owner of the booked facility.

What is the price of the room when travelling with children?

The price of the booking usually does not include additional charges for children. We recommend contacting the owner of your facility in order to clarify their terms for reservations with children.

Can I get an extra bed for my child or a baby cot?

It depends on the facility that you have booked. The facility may impose additional charge for extra bed (in addition to the price of the booking). We recommend contacting the owner of your facility in order to clarify their terms for providing extra beds/baby cots.

Is there a difference between a double room with one bed and two separate beds?

Yes, of course. The difference is in the number of beds. In both cases, there can be one bed or two separate beds. However, the owner will do everything possible in order to provide you with the type of bed you have requested.