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City Hotels FAQ

How do I find available hotels for the period I want to stay?
In the hotel search menu choose a hotel and select the dates of your stay and tick ‘Show only available hotels’.

How do I search for hotels by price?
In the selection box you can list the hotels by price (when searching for available hotels on a specific date), popularity, class or name.

How do I search for hotels with specific facilities such as, for example, a pool?
In the accommodation search menu 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 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. On the top left there is an extensive map of the area around the hotel.

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?
In general one extra bed for one child is available at a minor additional charge. However, please note that this possibility depends on each hotel’s policy and availability. We advise you to check the overview page of the hotel.

Can I generally request an extra bed for a third person in a double room and at what costs?
It will depend on each hotel’s policy and availability. Once you have retrieved the availability for a specific hotel for the requested dates, you can access the room description by clicking on the room name. If the possibility and the costs of an extra bed in the room are not specified in the room description you can always contact the hotel after you have booked and if they can't help you cancel - Remember to read the cancelation policy.

Accommodation 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)?
Our Hotel Booking engine  provides 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 do you need my credit card details?
In equired 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. This web 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 after you have booked.

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?
This booking engine 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 process on this 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. Our SSL certificate has been issued by Thawte. 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, we 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?
When you have completed the four steps of the reservation process, an instant on-screen confirmation will appear. It will show your reservation details as well as your booking number. We advise you to print it out. Within a couple of minutes, you will receive a confirmation email containing more information such as the hotel’s contact details.

Can I book a hotel room by telephone or email?
Unfortunately, we do not take bookings by telephone or email.

I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address before finalising your reservation. Also we have noticed that in some cases our confirmation email may end up in your spam folder. If you do not receive an email after you have made a booking, please send an email with your booking number and details to customerservice [at] bookings.net.

How many rooms can I book in one reservation?
A maximum of 10 rooms (if available) can be booked in any one reservation.

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?
On the overview page of the hotel, in the section ‘Travel information’, you will find more details about parking facilities at or nearby the hotel.

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  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?
We advise you to contact the hotel via the Remarks field on the reservation form (in English or the language of the hotel if possible).

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?
You will never be charged 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?
After you have cancelled your reservation you will receive an email to confirm your cancellation. If you do not receive the cancellation email, please send an email with the details of your reservation to customerservice [at] bookings.net.

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