COMPLETING YOUR BOOKING

What information must I provide to make a booking?

There are four essential elements to making a booking:

• Guest details: Full name of all guests (as displayed on travellers passport/i.d. documents)
• Contact details: email address, postal address and telephone number(s)
• Hotel & duration details: destination, dates, room type and number of room nights
• Payment details: credit/debit card details.

What is the difference between "book now" hotels and "on-request" hotels?

For "Book Now" hotels a booking can be completed online, payment can be made and a booking confirmation will be emailed to you within minutes of completing the process. For "On-Request" hotels a booking request can be completed online. Requests are not guaranteed. Onhotels.com will respond to you within 48 hours to confirm the booking or discuss alternative options. Credit card details are taken at the time of booking and only processed once a booking is confirmed.

Do you offer any special deals online?

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.

What is included in the price?

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.

Can I make specific requests?

Yes, when entering the guest details within the booking procedure it is possible to request the following options:

• Disabled access
• Smoking / non smoking room
• Adjoining rooms

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.

Can I book extra beds for children?

Unfortunately, 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. To qualify for an extra bed, the child must be between the ages of 2 and 10 years. Under the age of 2 years, the child will be guaranteed a cot.

What's the difference between buffet and continental breakfast?

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.

Do children also receive breakfast?

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.

How and when do I receive my booking confirmation?

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 and amend the booking details directly via Onhotels.com. The voucher should be presented at check-in upon arrival at the hotel.

PAYING FOR YOUR BOOKING AND SECURITY OF THE ONHOTELS.COM SITE

How do I pay for my booking?

Payments can be made by credit or debit card only. Unfortunately, Onhotels.com does not accept payment by cheque, bank transfer, or cash.

Which currency are the hotels offered in?

All hotel prices listed for all destinations are offered in either British Pound Sterling (GBP), Euros (EUR), US Dollars ($USD) or Australia Dollars ($AUD).

Do I have to pay the full amount when making a booking?

Yes, Onhotels.com will only provide confirmation of a booking after full payment has been secured.

Which Credit/Debit cards can I use to pay for my booking?

Onhotels.com accepts the following credit cards:

• Visa
• Mastercard
• American Express

Onhotels.com accepts the following debit cards:

• Maestro
• Visa Delta
• Visa Electron.

All payment card charges are included within the room rate, unless otherwise stated during the booking process.

Are my credit card details secure?

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.

Why has my payment been declined?

Cards can be declined for a number of reasons:

• The card has not been authorised for use on the internet
• The card limit has been exceeded
• A high level of transactions have been made in a short space of time
• The card details are not being entered correctly, ie name as per on the card, card number with no spaces.

MANAGING YOUR BOOKING

How can I amend my booking details?

Amendments/changes cannot be made online. For any amendments/changes, please either email or telephone Onhotels directly. Once an amendment has been made an email confirming/reflecting the amendment(s) made will be sent to you.

When is it too late to cancel a booking?

It is never too late to cancel your booking. To cancel you must call Onhotels.com on 0871 566 2000 (UK Callers) or +44 20 7864 6177 (Rest of the World). Our Standard policy is that cancellations made any time up to 72 hours before arrival will incur a 10% charge of the entire booking cost. Cancellations made 72 hours or less before arrival will result in a one night charge for each room booked. If a customer fails to turn up at the hotel and does not notify Onhotels.com they will be charged 100% of the reservation amount. However, please note that some bookings will have non-standard cancellation and amendment policies - but these are stated clearly on the booking form or by our customer service team if you are booking by phone. If your booking has such a non- standard policy then this will take precedence over our Standard policy. All cancellations must be made with Onhotels.com. Any cancellations made directly with the Hotel and not with us will not be recognized. Please see the section on cancellation in our Terms and Conditions for full details of our policy.

What happens if I lose my Hotel Voucher?

If you lose your voucher before departure, then please contact Onhotels directly by either email or telephone and we will arrange for a replacement voucher to be emailed/faxed. Should you arrive at the hotel without a voucher, then the hotel will simply request a re-confirmation from Onhotels.com to guarantee that your reservation is still valid.

ABOUT YOUR STAY

What time can I check in at my hotel?

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.

What information do I need to check-in at the hotel?

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.

Why do some hotels take my credit card details during check-in?

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.

What happens if I miss my flight/fail to arrive at my hotel on time?

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 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.

Do I require a Visa for European & other countries?

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.

For which destinations would I require mandatory vaccinations?

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.

OTHER GENERAL QUESTIONS

How often do you update the website?

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.

How will I receive my refund and how long does it take?

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.