OTHER GENERAL QUESTIONS
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.
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.
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.