Frequently Asked Questions

To move more quickly to the topic you are interested in, select one of the following categories.

Reservation Process

• How do I reserve my room?

  Our reservation process is very simple. Select or enter the desired city, enter the dates of arrival and departure, and enter the number of guests. Click the Search Available Hotels (for only hotels which have vacancies), Search for Vacation Rentals or the Browse All Hotels (all hotels in a city regardless of vacancy) button. You could also search by a specific hotel name within a city.
  A list of hotels or vacation rentals will appear on the screen. For more information, click the name of the property or the Info link.

  • After room types and rates are returned to your screen, you will be able to choose the rate you desire by reading the room information in the center of the screen, then clicking on the Book It button on the right side of the screen.
  • After you have selected your desired room type, you will be taken to a "Secure Reservation Request" form. Then you will need to review the "Reservation Information" and fill in the blanks on the "Guest Information" section. Be sure your name and email address are spelled correctly.
  • After you fill out all of the needed information, press the "Submit Reservation" button.
  • If further correspondence is necessary prior to confirming the reservation, a Customer Care agent will reply back to you with an email within 24 hours.

• Can I specify where I would like my room located (preferred floor, next to pool, etc.)?

  If special requests are accepted by the lodging, a section will appear on the Reservation Form to insert such requests and submit them to the hotel. The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted because they are subject to availability.

• Is the room rate per person or per night?

  All rates displayed are nightly, and based on double occupancy per room unless otherwise specified. Carefully review the room descriptions and rate rules to ensure the room you select can accommodate your entire party. Any extra adults or children above the rooms listed occupancy may be subject to additional charges at the property's discretion. Some rates may require special identification. Our booking fee, taxes, and other surcharges imposed by the hotel are not included.

• What about the special discounts?

  Many of the participating hotels offer "Special Internet Rates" to our users. These rates offer substantial savings. See " What is a Special Internet Rate? "

• I should receive a discounted rate. How do I get this?

  The rates displayed are the only rates available to this site for making reservations. These rates may include government, corporate, or senior discounts. You may need special documentation at check-in to confirm you are qualified to receive that rate. Please do not expect to receive such a rate at check-in without the proper identification even if you have selected to book it online.

• Is there a waiting list for sold out hotels?

  In certain instances, HotelsOne.com can make reservations at sold out properties. Often lodgings identified as "Special Internet Rates" are providing sold out availability. If you want to be placed on a waiting list, you will need to contact the lodging directly.

Credit Cards and Payments

• Is it safe to use my credit card?

  Yes. We take this matter very seriously. To ensure your security, HotelsOne.com utilizes a secure commerce server, which encrypts the credit card number and encodes it into a non-usable form.

  We also use a firewall which protects our servers and network against unauthorized access. In the unlikely event that your credit card were to be misused, we promise to reimburse you the first 50 Euros on the cost. The credit card is obliged to pay the remainder.

• What credit card types are accepted for guarantee/deposit?

  The card types accepted for guarantee/deposit are listed in the payment section of the checkout.

• My credit card number is correct, but the hotel is not accepting it. Why?

  There are a few possibilities:

  • Your card type is not accepted at the hotel.
  • The card expiration date precedes the reservation date.
  • You have reached your credit limit.
  • There is a computer error.

Confirming a Reservation

• What happens when I make a reservation?

  Reservation requests will result in a new screen showing an Itinerary Number, which should be kept and used with any future correspondence with HotelsOne.com. You may also be quoted a Confirmation Number. Additionally, all reservations will be followed up within 2 to 4 hours with an email using the same Itinerary Number and, if available, a Confirmation Number.

• How long will it take HotelsOne.com to respond to my reservation request?

  All reservation requests will result in a new screen showing an Itinerary Number, which should be kept and used with any future correspondence with HotelsOne.com. Additionally, all reservations will be followed up with an email within 2 to 4 hours using the same Itinerary Number with the status of your reservation.

  If you do not receive an email, please send an email with the details of your reservation to customer support.

• How do I check on my request for a lodging?

  You may view your reservation using the "My Booking" link. Always feel free to contact us with any inquiries regarding your request. For fastest service, please include your "Booking Number" which you will receive after you submit your booking.

• I don't have long to wait for a confirmation. What can I do?

  Typically, most lodging reservations are made in real time and your confirmation should only take a few seconds. You will be notified of the status of your reservation within 2 to 4 hours. However, there can be delays. In such cases, you will receive an email from us without a confirmation number. When we receive the confirmation number from the property, it will be emailed to you. If there is a special request or rate change associated with your reservation, the request will be sent to a Customer Care agent for processing. You may contact us directly.

• When will my reservation be at the hotel?

  • Special Internet Rates Rates:
    Your name will not appear at the hotel until 72 hours before your arrival date. Rest assured, the room is booked; however, the hotel just does not know that you will be the person staying in it.
  • "Additional Rates":
    It takes a minimum of 24 hours before your reservation details reach the lodging's computer system. Rest assured, the room is booked; however, the hotel simply has not entered your details into their system yet.

• Once I have made my reservation, will I receive any written confirmation from the hotel?

  No. The email confirmation you receive from HotelsOne.com is all you will need. It displays your HotelsOne.com Itinerary Number, the hotel information, the rate, confirmation number, and the hotel's cancellation policy.

Cancellation

• What is the cancellation policy on my reservation?

  When you are completing the Secure Lodging Reservation Form, the Cancellation Policy will be provided in red or there will be a link to read the cancellation policy. You can also view the property information page to find the cancellation policy. These policies will vary from lodging to lodging, so you must read each one carefully. In general, the standard increments are that you must cancel the room(s) by 4 or 6 PM on the arrival date, or 24, 48, or 72 hours prior to your specified arrival; however, these are just general guidelines and the specific policy of the property will prevail. If you cancel before the deadline, generally you will not be charged a penalty by the lodging provider. Canceling after the stated period will result in a cancellation penalty fee from the lodging provider. Some reservations are non-refundable and cannot be cancelled after booking.
  If the cancellation is outside of the time allotted, you may be charged for one night's stay including tax recovery charges and service fees. Please read the specific cancellation policy provided for each property on the site and in any emails regarding your reservation.

• How do I cancel a reservation?

  Use the "My Booking" link provided on the home page.

• Refunds on hotel bookings

  How it works

  1. When you cancel a refundable booking, we will process your refund within 24 hours.
  2. Your bank may take 7 days to post the credit back to your account, and 2 billing cycles to show on your statement.
  3. If you cancel a non-refundable hotel room, we cannot issue you a refund and the hotel may charge you a cancellation fee.
  4. To check the status of your refund / credit, contact your bank / credit card company 7 days after we process your refund.

Room Types

• What if there will be more than two adults in the room?

  Most hotels allow additional guests to stay in the rooms at a charge (usually between $5.00-$20.00 per person). Some hotels and most vacation rentals have a limit on how many people can stay in a room. This may be listed on the Lodging Information page.

• Our children will be with us... do they stay free?

  Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Lodging page.

• Are rollaway beds/cribs available?

  Most hotels and some vacation rentals offer rollaway beds and cribs (typically at a charge- $5.00-$20.00 each). Some may have restrictions on what room types will allow rollaway beds. This may be listed on the Lodging Information page. If special requests are accepted, a section will appear on the Reservation Form to insert such requests and submit them to the hotel or vacation rental.

General

• What type of customer service is offered?

  After submitting your reservation request, you will be provided with an email address to use to make inquires about your request. Our qualified and friendly agents are available to answer your questions. All you have to do is ask.

• Is there a hotel shuttle service to/from the airport?

  Many hotels offer shuttle service to and from the airport. This may be listed on the Lodging Information page. If it is offered, there may be a charge by the hotel for this service. Vacation rentals often do not have this type of service.

• Is parking available? Free parking? Long-term parking?

  Most hotels and vacation rentals offer free parking to their guests, although some may charge. Long-term parking is offered at the discretion of the property (often in conjunction with park and fly rates). This may be listed on the Lodging Information page.

• What are the directions to the hotel?

  The location information of the hotel is sometimes listed on the Lodging Information page. This can identify the distance from the hotel to certain landmarks or the airport. Vacation rental reservations will have directions included in the confirmation email.

• Is breakfast included?

  Many hotels offer free breakfast. Often this is a continental breakfast or sometimes just coffee and donuts. It would be very rare for a Vacation rental to provide breakfast. If included, it should be listed on the Lodging Information page.

• Do hotels have minimum age requirements?

  Please be aware that some hotels may have minimum age restrictions or requirements when reserving a room. For example, some hotels with casinos may require you to be 21 years of age to check into a room. Please inquire with a Customer Care Agent or with the hotel directly.