There are four essential elements to making a booking:
On very rare occasions, bookings do not get an instant confirmation and go into pending status. Some of the reasons can be:
Our Customer Service Team receives instant notification of these bookings and endeavours to advise you within 2 hours about the status of your reservation. (During our office hours, this is within 2 hours. At other times, please allow up to 24 hours).
Yes, Onhotels.com offers a range of special deals on hotels in many locations through our online reservation service. To ensure that you have the opportunity to take advantage of the special deals available for your search criteria, all special deals are automatically displayed at the top of your search results. On the home page the "City Specials" icon will display the current special deals and promotions for all locations.
All Onhotels.com rates are inclusive of all applicable accommodation taxes and payment card charges, unless otherwise stated during the booking process. Where a hotel chooses to charge a resort fee, this is not included in the Onhotels.com rate and must be paid separately to the hotel during the stay. If you have any queries about resort fees, please contact our customer service team.
Yes, when entering the guest details within the booking procedure it is possible to request the following options:
Please note these requests are not guaranteed until confirmed by Onhotels.com. Onhotels.com will make
every effort, on your behalf, to satisfy your request with the hotel. You will be sent an email advising on the
progress of your request within 24-72hrs.
It is the responsibility of the guest to inform the hotel directly with regards to late/early arrival requests.
Hotels cannot always guarantee extra beds for children; this is often due to a limited number of sizeable rooms that can accommodate such a request.
Most hotels will offer an extra bed for children up the age of 12. However there are many hotels that will accept older children.
When making your selection on Onhotels.com, you are able to add 1 child up to the age of 16 per room.
Some hotel rooms have a maximum occupancy of 2 people; you might need to book an extra room if you are travelling with children.
Under the age of 2 years, the hotel will do their best to supply a cot.
Continental breakfast typically consists of a combination of croissants, rolls or bread, cold meats, fruit, cereals, tea / coffee and fruit juices. Buffet breakfast usually consists of a combination of croissants, rolls or bread, salami and other meats, cheeses, yoghurts, cereals, fruit, jams & spreads, tea / coffee and fruit juices. In some cases hot food choices, such as sausages; eggs and bacon may be available.
Unless stated otherwise, breakfast for adults is included within the room rate. However, each hotel has varying policies regarding the inclusion of breakfast for children. In some cases breakfast for children is free of charge and in other cases a supplement will need to be paid directly to the hotel. Should you wish to confirm any breakfast costs for children please contact Onhotels.
While the hotel lets you share a room with your child/children, they will not necessarily provide an extra bed. This is often due to the size of the room. If your booking confirmation does not specify an extra bed or shows bed sharing, it means that your child will have to share your bed.
Once full payment is authorised an email confirmation will be issued automatically to the email address provided during the booking process. The email will confirm the reservation, payment details and include a link to your Hotel Voucher.
The Hotel Voucher contains the details of the hotel, your stay and a booking reference number, which allows you to review the booking details directly via Onhotels.com. The voucher should be presented at check-in upon arrival at the hotel.
This means that these rooms do not contain a bathroom and you will need to use a bathroom that is shared with other guests of the hotel.
Payments can be made by credit or debit card only. Unfortunately, Onhotels.com does not accept payment by cheque, bank transfer, or cash.
All hotel prices listed for all destinations are offered in either British Pound Sterling (GBP), Euros (EUR), US Dollars (US$) or Australian Dollars (AU$).
Yes. Onhotels.com will only provide confirmation of a booking after full payment has been secured.
Onhotels.com accepts the following credit cards:
Onhotels.com accepts the following debit cards:
All payment card charges are included within the room rate, unless otherwise stated during the booking process.
Yes, our site is secure. By using a Secure Sockets Layer (SSL), this will encrypt all personal details. The SSL is a protocol developed by Netscape for transmitting private documents via the internet. Your information is never passed on to any other company or supplier.
Cards can be declined for a number of reasons:
A Pre-authorisation (pre-auth) is a banking term describing a practice where money is not taken from the payee's account at the moment the transaction is made. The amount charged is instead made unavailable on that customers' account - this is also known as authorisation hold.
By doing a pre-authorization, your bank is able to confirm, that the card you are using is valid and has not been reported lost or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorisation of the full amount of your reservation.
Pre-authorisations are common but are sometimes confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorisations are temporary holds.
On very rare occasions, your booking does not confirm instantly and goes into pending status. The total amount is pre-authorized but the full payment is not taken until your booking is confirmed. In case we are not able to confirm your booking, the payment is not taken and we are happy to cancel all pending pre-authorizations.
Your available balance will be reduced temporarily by the full amount of your reservation. You may also see "pending transactions" on your account summary or online statement.
Your card provider can give you the exact timeframe. These vary from one bank to another, so we would advise to contact them for specific details.
As guidance, a pre-authorisation is normally valid for 1 to 5 days on debit cards, while credit card pre-auth periods can be longer and vary between issuers.
Yes if we are able to confirm the original deal. Should we not be able to and the value of the booking is either lower or higher than the original one, then this amount will not equal the pre-authorization.
An automated invoice is sent at time of booking along with your booking confirmation. Should you need to change some of the contact details entered at the time of booking, please get in touch and we will send you an additional invoice.
It should be noted that we are unable to issue VAT receipts. As a European business, our hotel bookings fall under the EC directive: Tour Operators Margin Scheme (TOMS). The TOMS directive recognises that the amount of output tax charged on a hotel reservation is not known at the time of booking, due to different rates of taxation applying in different countries, currency fluctuations and other external factors. The TOMS directive prohibits hotel reservations made under this scheme from being issued with VAT receipts / invoices.
Amendments/changes cannot be made online. For any amendments/changes, please either email or telephone Onhotels.com directly. Once an amendment has been made an email confirming/reflecting the amendment(s) made will be sent to you.
You can do so by contacting our customer service team during our opening office hours. Cancellations must be made directly with Onhotels.com and not with the hotel as the contract you have entered into is between Onhotels.com and yourself. Cancellations sent directly to the hotel are not accepted by Onhotels.com. The cancellation fees will be in accordance with the terms specified at the time of booking.
If you lose your voucher before departure, then please contact Onhotels.com directly by either email or telephone and we will arrange for a replacement voucher to be emailed to you. Should you not be able to print a copy of your voucher you must let us know before checking in or your reservation may not be accepted by the hotel.
To obtain another copy of your voucher, please go to View My Booking. When you enter your Booking number and the last name of the person who made the booking, you will be able to access a page where you can print another copy of your voucher. If you have lost your booking number, please contact us by email or telephone and we will resend it.
For some hotels we work with, we have an allocation of rooms from which we confirm your booking. Although your booking is confirmed and we have all of your details in our system, we often do not send your details to the hotel until a few days before your arrival date. This is normal and you should not alarmed if the hotel does not yet have details of your name, booking reference, etc. You can always contact our Customer Service Team should you have any further questions about your booking.
Check-in time for most hotels usually starts from 14:00hrs (2.00pm) to allow the rooms to be cleaned and re-stocked after the previous occupant(s). Early Check-in: We recommend you contact your hotel directly, as you may be able to check in earlier and/or leave your luggage with reception. As a general rule hotels will not accept responsibility for the security of the luggage in such cases. Late Check-in: It is the responsibility of the guest to contact the hotel directly to inform of a late check-in.
At check-in you will be required to present the Hotel Voucher, as included within your booking confirmation email. This provides all details of your stay. In addition you will be required to provide proof of identity, e.g. passport or drivers licence.
It is standard practice for hotels worldwide to take your credit card details, as a precaution, to guarantee payment of any incidental charges (such as telephone calls, mini-bar, room service etc.). Upon checking-out any payment for incidental charges will be taken from the credit card, in some cases you will be given the option to settle these costs in cash.
Whether your flight is delayed or should you miss your flight, Onhotels.com will not reimburse any payment for non-arrivals. It is advised that you inform the hotel and Onhotels.com immediately, as this will avoid any confusion regarding non/or late arrival with the hotel. Although your rooms are guaranteed for late arrival, if you fail to inform Onhotels.com or the hotel of your first night non-arrival and fail to check in by 09:00 a.m. the following day, the hotel is under no obligation to keep your room.
Visa requirements vary greatly depending upon the individual passport held and the country being visited. For UK residents, we recommend that you consult the UK Visa enquiry website on: www.ukvisas.gov.uk.
The preventive measures you need to take depend on the countries you visit and the length of stay. Please visit the following website for recommendations on specific countries: wwwn.cdc.gov/travel/destinationList.aspx. Please note this is not a complete medical guide. We recommend you consult your local GP as soon as possible during the travel planning process for specific information relating to your needs and medical history.
Onhotels.com is a live website and operates in real time. We are constantly updating pricing, schedules and improving the functionality of our site in response to customer feedback.
As we only accept payment by debit/credit card, all refunds will be processed to the same card that was used for the initial payment transaction. Once we issue a refund, it may take between 5 and 7 days for the refund to show on your card account.
You can find a hotel's address on the hotel details page. When you have made a confirmed booking, we will also supply the contact number of the hotel in our confirmation email.