| 1. How do make a booking? |
| 2. Do I have to make my booking online? |
| 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 your 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, why is this? |
| 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, just follow the on screen instructions. Once you have put in 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 immediately, 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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