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1. How do make a booking?
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2. Do I have to make my booking on-line?
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| 3. What is the difference
between the RRP and our price? |
| 4. When do I pay for my
reservation? |
| 5. What is the
cancellation policy and how do I cancel my booking? |
| 6. How is a cancellation
refunded? |
| 7. What happens if I want
to move my hotel booking start date? |
| 8. How are our prices so
good? |
| 9. Who will confirm my
reservation? |
| 10.If I require help or
support what do I do? |
| 11.What do I do if the
hotel tries to charge me for my reservation? |
| 12.What do I do if I am
not happy with the hotel or my room when I arrive? |
| 13.What if I simply need
to amend my booking? |
| 14.What do I require
when checking in at the hotel? |
| 15.Are my credit card
details safe to use on your system? |
| 16.Is my reservation
guaranteed? |
| 17.The hotel I want to
book is on request what does that mean? |
| 18.What are my personal
details used for? |
| 19.Can I add a night to
my reservation? |
| 20.What credit cards can
I use? |
| 21.Is breakfast included
in the rate? |
| 22.The price has gone up
since the last time I checked? |
| 23.Are the hotels all
en-suite? |
| 24. Do the prices
include VAT and credit card charges? |
| 25.What happens if the
hotel cannot accommodate my reservation? |
| 26.If I am travelling
with my children how many can be accommodated? |
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1. How do I make a booking
on-line?
Our booking system is simple and easy to use, simply follow the simple process
and on screen instructions. Once you have imputed your selected destination,
arrival date and any other relevant information select search and our booking
system will search in real time for available hotels. The system will display
all available hotels that match your criteria. You can click to find further
information about the hotel. To book a hotel select to book your chosen hotel
and follow the simple and fully secure booking process. Your booking will be
completed instantly and a confirmation sent to you by e-mail.
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2. Do I have to make my booking
on-line?
No, at HotelHippo.com we still believe in personal service. If you wish to
speak to one of our friendly hotel experts for further help or assistance in
making your booking please call our call centre on 0870 949 5000 and we will be
happy to help you with your reservation.
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3. What is the difference between
the RRP and our price?
The recommended retail price (RRP) is the price that the hotel and most of the
market suggest that the hotel should be sold at, our price is the price you
will pay for the hotel by using our website. This allows you too see what
discounts we can offer you and allows you a reference point to compare our
price with.
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4. When do I pay for my
reservation?
All of our prices are pre paid at the time of booking. Your entire booking cost
is charged to your card at the time of your booking and will appear on your
card as HotelStayUK Limited.
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5. What is the cancellation
policy and how do I cancel my booking?
To cancel or amend your booking please inform us in writing to
cancellations@hotelstayuk.com within 96 hours (4 days ) prior to the
very start of the arrival date (00.01 am Hotels Local time) to avoid being
charged 100% cancellation charge. Should a hotel have a different cancellation
policy this will be stated on your booking confirmation and this will supersede
our generic cancellation policy. Please note that no e-mail cancellation is
valid until confirmed by return from hotelhippo and the time of the return
e-mail is the time that the cancellation is in effect from. Please note that
for e-mail cancellations made over the weekend they will not be processed until
our offices are open on Monday 9am. Should you wish to call to cancel your
booking please do so on 00 44 (0) 8709 495000 within normal UK Office Hours
(9am - 6pm Mon - Fri ). We can only refund the card used to make the original
booking.
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6. How is a cancellation
refunded?
Your agreed cancellation amount will be refunded only to the card details used
to pay for the original booking. Any cancellations will be refunded within 7 -
10 working days.
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7. What happens if I want to move
my hotel booking start date?
So long as you are outside of the cancellation terms then we will try and move
your reservation to another date, however we cannot guarantee the pricing and
availability will remain the same.
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8. How are your prices so good?
We negotiate and contract our prices direct with the Hotels we work with and
with large buying power this ensure are prices are kept low. We also keep
unnecessary paperwork to a minimum with all confirmations being sent via e-mail
ensuring that there are minimum costs and therefore we can pass the savings on
to you, the customer. Booking a hotel on-line or via our call centre costs less
than using a travel agent or a package operator.
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9. Who will confirm my
reservation?
You do not need to contact the hotel at all, we do all the work for you. The
prices are ours and not the hotels, the hotel is not obliged to offer your our
price. You will receive an instant e-mail confirmation of your reservation,
including full details of your stay and full cancellation policy. Should you
not receive your booking confirmation within an hour please contact our
friendly call centre on 0870 949 5000 who will find your reservation for you.
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10. If I require help or
support what do I do?
Should you require help or support at any stage during the booking process or
leading up to your stay please contact us our friendly call centre on 0870 949
5000 and will be happy to assist you in any way.
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11. What do I do if the hotel
tries to charge me for my reservation?
Call our call centre instantly, your reservation is booked by us and we handle
the payment to the hotel so you should have nothing further to pay the hotel
other than any extras charged to your room.
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12. What do I do if I am not
happy with the hotel or my room when I arrive?
Once you arrive at your destination hotel if you have any problems, report them
in the first instance to the hotel manager. If you are not happy with the
results of speaking to the hotels management please inform us of your problem
in writing within 30 days of your stay via post or e-mail to the following
address Customer Services, HotelStayUK Limited, G18 Audley House, North Bridge
Road, Berkhamsted, Herts, HP4 1EH.
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13. What if I simply need to
amend my booking?
Please speak to our call centre on 0870 949 5000 and we will do our very best
to help. Changes may only be able to be made outside of your cancellation
period.
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14. What do I require when
checking in at the hotel?
All you require as standard is your e-mail confirmation and a valid photo I.D.
usually a passport is required. Always bring a credit card should you require
to pay for any incidentals during your stay, some hotels will insist on a
credit card being provided on arrival.
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15. Are my credit card details
safe to use on your system?
It is very safe to use your credit card details. We take security very
seriously at HotelStayUK Limited and HotelHippo.com and all your details are
secured by our payment system operated by Protx (www.protx.com). The Protx
system is a secure payment server that transmits credit card details in an
encrypted format, keeping your card details safe. Our site is also protected by
firewalls and further detailed encryptions and is held on a secure server.
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16. Is my reservation
guaranteed?
Yes, once you have received our confirmation e-mail your reservation is
confirmed from our allocation of rooms at that hotel.
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17. The hotel I want to book is
on request what does that mean?
If your hotel is showing on request all you need to do is book the Hotel as
normal and follow the instructions on the screen. We will still require your
credit card details which are used only in the event that the hotel confirms
your reservation. Once the hotel confirms you will be sent your booking
confirmation and your credit card will be charged, should the hotel deny your
request, you will not be charged and we will endeavour to find you alternative
accommodation.
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18. What are my personal
details used for?
See our privacy policy for a full explanation, you will be informed at
the time of booking exactly what your details are required for.
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19. Can I add a night to my
reservation?
Yes, subject to availability, please speak to our call centre should you wish
to amend your booking. If you're booking is within our cancellation terms. You
must speak to us prior to making any amendments to ensure that the possibility
of you being charged cancellation charges in minimised.
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20. What credit cards can I
use?
You can use most major credit cards including VISA, Mastercard, American
Express, Switch and Solo.
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21. Is breakfast included in
the rate?
You are informed if breakfast is included during the booking process, the
majority of our contracted rates include breakfast where possible.
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22. Why has the price has gone
up since the last time I checked?
Our prices are based on availability at our partner hotels and they do change
dependant on demand. We advise that it is better to book earlier if you find a
hotel that you really want. As the date gets closer at the more popular hotels
we begin to run out of availability.
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23. Are the hotels all
en-suite?
The majority of our hotels are on suite, 3 star and above, if they are
not en-suite you will be informed in the hotel information or during the
booking process.
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24. Do the prices include VAT
and credit card charges?
Our prices include VAT, the price you see is the price you pay. Should
this be any different you will be informed during the booking process. All of
our prices include credit card charges.
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25. What happens if the hotel
cannot accommode my reservation?
We reserve the right to find you another hotel of similar standard as near as
possible to your first choice hotel. We will refund any difference however we
will not be held liable for any additional charges or expenses incurred.
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26. If I am travelling with my
children how many can be accommodated?
It depends on the hotel and the age of your children. Most hotels will
only accommodate 1 child in with two adults per room, however when selecting
your accommodation you can search for triple and in some cases quad rooms. Some
hotels will allow additional rollaway beds to be put in their rooms and this
may be at a small charge. Please contact our call centre for further
information about family and child friendly hotels. Any additional children in
the room may be charged small additional breakfast costs and this is at the
sole discretion of the hotel.
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