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Frequently Asked Questions







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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.

I have completed the booking form, but received an email stating that my booking is in process. What does it mean?

On very rare occasions, bookings do not get an instant confirmation and go into pending status. Some of the reasons can be:

  • The hotel's availability may have changed while you were making your booking.
  • Further information is required before confirming your booking.
  • There may have been a technical issue while contacting the hotel.

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).

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?

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.

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.

What is bed sharing?

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.

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

What does "no facilities" or "shared facilities/bath" mean?

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.



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 (US$) or Australian Dollars (AU$).

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.

What is a pre-authorization?

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.

What is the difference between a pre-authorisation and an actual charge to my credit card?

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.

Why has Onhotels.com pre-authorized my card but not confirmed my booking and payment?

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.

How do I know if my card has been pre-authorised?

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.

How long will the pre-authorisation hold affect my available balance?

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.

Does the amount pre-authorized always equal the exact amount of my confirmed reservation?

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.



Can I get a VAT receipt or invoice?

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.



How can I amend my booking details?

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.

How can I cancel my booking?

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.

What happens if I lose my Hotel Voucher?

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.



I have a confirmed booking and I have contacted the hotel directly but they do not have a record of my booking. What should I do?

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.

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.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.

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.



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.

Where can I find contact details for a hotel?

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.


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