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Frequently Asked Questions

Below are some frequently asked questions that may provide you with assistance, If these do not help, please contact us via email or phone

contact us
Who can I contact if I want to ask a question?
Who can I contact to cancel my booking?
destination & event information
How do I find out what is happening in a particular city?
How do I find out information on a particular country?
What destination information do you have available?
How often is this information updated?
hotel information
How can I see images of a hotel?
How do I find out what amenities are available at a hotel?
How do I find directions to the hotel?
How do I take a virtual tour?
hotels represented on hotelbook.com
How many hotels do you have on hotelbook.com?
How many countries and cities do you represent?
What types of properties are available on hotelbook?
maps
What does "browse" mean?
How do I find the location of a hotel on a map?
When I use the maps, I see a list of cities shown - what do the numbers in brackets mean?
printing
How do I print information for a particular hotel?
What information gets printed?
reservations
How do I make a booking?
How do I retrieve and cancel a booking?
How do I modify a booking?
Do I get a confirmation of my booking?
Will I get charged if I cancel my booking?
How do I book different types of rooms - can I book them at the same time?
How do I book rooms for children?
Why am I restricted to only booking 3 rooms of the same type at one time?
Can I check what rates and rooms are available without booking?
Do I have to prepay for my booking?
save & compare hotels
How do I save a hotel so that I can view it later?
I am told that I cannot save a hotel; why is that?
How many hotels am I able to save?
How do I compare hotels that I have saved?
search and sorting for hotels
In what ways can I search for a hotel?
If I choose some additional search options, how does this affect what I see in return?
If I do a search, how do I know whether the hotels have rooms available or not?
What does "original sort" mean?
What affects the order in which I see hotels returned when I do a search?
travel agents
How do I get my commission if I am a travel agent?

How do I make a booking?

  1. Quick Search
    1. Enter your search criteria into the search box on the home page
    2. A list of hotels is displayed - if you have entered dates for your search you will also see whether the hotels are available or not
    3. Click on the 'view rates' or check availability button for your chosen hotel
    4. Select a rate and room type, and click the 'book' button
    5. Enter your personal details on the booking form, including credit card information. After reviewing and accepting the terms and conditions click the 'confirm' button
    6. You will receive a confirmation number
    7. Print as receipt and keep as hard copy for your records
  2. Search by browsing our interactive maps
    1. Click on an area of the map on the home page
    2. Select another area of the map which is highlighted - you will only be able to click on areas of the map in which we have hotels
    3. OR select a link on the right hand side which also shows the number of properties for each location
    4. Continue drilling down through the maps until you find your city of choice displaying the list of hotels in that city
    5. Follow steps 3 to 7 above
  3. Search via our online directory
    1. Choose a country, region and/or city from the drop down text boxes on the home page
    2. Continue drilling down through the text links until you find your city of choice displaying the list of hotels in that city
    3. Follow steps 3 to 7 above

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How do I retrieve and cancel a booking?

To retrieve and cancel a booking, click on the 'my booking' tab or on the "retrieve/cancel booking" link in the web page footer. You will be re-directed to a reservation retrieval page where you will be asked to enter two of the following three pieces of information: your confirmation number; last name used for the booking; and credit card number used for the booking. Once you have clicked on the 'retrieve reservation' button, your booking details will be presented on the screen. Click the 'cancel' button to cancel the booking.

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How do I modify a booking?

Bookings cannot be modified online. To modify a reservation please cancel your reservation online and make a new booking

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Do I get a confirmation of my booking?

Yes, you will receive a confirmation email which will contain your confirmation number. Please ensure that you keep a record of it as your confirmation number will be required when you check into the hotel.

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Will I get charged if I cancel my booking?

It depends on the cancellation policy of the hotel. The cancellation policy is stated on the confirmation email. If you are unclear about the cancellation policy, you can contact the Worldwide Reservation Center nearest you for assistance.

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Who can I contact if I want to ask a question?

You can contact us either by sending an email or calling the Worldwide Reservation Center nearest you. Contact details can be viewed by clicking on the Contact Us link in the Web site footer.

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How many hotels do you have on hotelbook.com?

We have approximately 5,000 hotels on hotelbook.com.

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How many countries and cities do you represent?

We represent approximately 126 countries and over 1,800 cities on hotelbook.com.

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In what ways can I search for a hotel?

You can search for a hotel either via the quick search feature on the home page, via the interactive maps accessed from the home page or via the online directory accessed from the text links on the home page. Check "how do I make a booking" for details.

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What does "browse" mean?

The 'browse' functionality enables you to quickly view the destinations worldwide where hotels are located.

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When I use the maps, I see a list of cities shown - what do the numbers in brackets mean?

The numbers (in brackets) represent the number of hotels that are available in each destination.

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What affects the order in which I see hotels returned when I do a search?

The order of hotels being returned is affected by whether you enter dates for your search and whether you have specifically searched using "More Search Options". If you have used dates then you will always see "available" hotels being returned first. Within this hotels will be randomly sorted. If you have used "More Search Options" you will see hotels ordered on the basis of hotels that match your criteria the closest. If no dates or additional options are used, hotels will be sorted randomly (the key used for randomisation is changed on an hourly basis).

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What does "original sort" mean?

Original sort is the order in which the hotels were originally returned based on your original search criteria. This allows you to sort using different parameters (eg price, star rating) but still view the list based on hotels that most closely matched your search criteria.

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How do I book different types of rooms - can I book them at the same time?

No, you cannot book different types of rooms at the same time. You will need to make individual bookings.

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How do I book rooms for children?

If your reservation includes children, you need to speak to a professional reservation agent at the Worldwide Reservation Center nearest you.

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Why am I restricted to only booking 3 rooms of the same type at one time?

Each hotel has a different policy regarding the number of rooms that you can book at any one time. Therefore, we have limited the ability to book more than 3 rooms so that your booking is not rejected.

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How do I find the location of a hotel on a map?

You may either use the maps to drill down to the city of your choice, or you can click on the "view on map" link at the top of the search return.

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Can I check what rates and rooms are available without booking?

Yes, you can view all available rates at a specific hotel by clicking on the 'view rates' button. You can navigate back to the search results from here or proceed to the booking form.

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Do I have to prepay for my booking?

The majority of bookings will require a credit card guarantee only, and you will be required to pay for the stay when you check out of the hotel. In some cases prepayment or a deposit will be required. It is important that you read the hotel's guarantee and cancellation policies before you make the reservation.

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What types of properties are available on hotelbook?

hotelbook.com offers the widest selection of independently managed hotels around the world. You will also find some hotels that are associated with small domestic groups.

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How do I save a hotel so that I can view it later?

When you have performed a search, a list of hotels that satisfy your search criteria will be presented on the search results page. Next to each hotel, below the "check availability" button on the right hand side of the page is a link to 'save' the hotel. By clicking on this link, the hotel will be saved to 'my hotels'. Once a hotel has been saved the link changes to 'remove'. By clicking on this link, the hotel will be removed from 'my hotels'.

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I am told that I cannot save a hotel; why is that?

There are different reasons as to why you may not be able to save a hotel. Check the following:

  • You have cookies disabled on your computer - saving hotels requires cookies to be enabled
  • You have already saved 20 hotels - this is the maximum you are able to save

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How many hotels am I able to save?

You are able to save up to 20 hotels

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How do I compare hotels that I have saved?

You can compare hotels that you have previously saved by clicking on the 'my hotels' tab at the top right hand side of the page.

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How do I print information for a particular hotel?

When you have performed a search, a list of hotels that satisfy your search criteria will be presented on the search results page. Next to each hotel, below the check availability button on the right hand side of the page, is a link to 'print' the hotel details. By clicking on this link, a new window will open that presents the hotel details in a printer-friendly format. You will need to have Adobe Acrobat loaded on your PC in order to view the printer-friendly format.

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What information gets printed?

The printed details include the hotel's name and address, its star rating, a photograph and descriptive text including a general overview of the hotel, a detailed description and its location.

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How do I find out what is happening in a particular city?

You can either:

  • select the Travel Guides tab, and select a country and city from the drop down menu
  • select Destination Information from the Property Return screen, which will then show you details for the city searched
  • select the Destination Information tab when you are viewing hotel details

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How do I find out information on a particular country?

Click on the Travel Guides tab, then enter the country you wish to search, and the system will display upcoming events in the country you have selected.

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What destination information do you have available?

The following Destination Information can be found on the hotelbook.com site:

  • General Destination Information
  • Local Events
  • Passport and Visa Information
  • Money/ Currency
  • Duty Free information
  • Health
  • Travel within the country
  • Sports and Activities
  • Social information
  • Climate
  • Business Profile
  • Contact Addresses

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How often is this information updated?

hotelbook.com updates its hotel information twice a month.

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If I choose some additional search options, how does this affect what I see in return?

Depending on the criteria you enter, the list of properties returned will be ranked with the top hotel matching your criteria the closest. You will also see the search options used in the refine box on the right hand side. This will allow you to refine your search by de-selecting any options or selecting new options.

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If I do a search, how do I know whether the hotels have rooms available or not?

Hotels that have availability for the dates selected will show a rate range. The listing will be sorted with the available rooms shown first. Those hotels with no availability will show "no availability" instead of a rate range.

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How can I see images of a hotel?

When the hotels that meet your search criteria are returned, you will see "View Gallery" at the bottom left of the hotel information section. Click on "View Gallery," and you will see images of the hotel. You can also click on the image of the hotel.

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How do I find out what amenities are available at a hotel?

When the hotels that meet your search criteria are returned, you will see a number of icons at the bottom of the hotel information section. These icons represent a selection of amenities at the hotel. If the hotel does not have an amenity, it will be greyed out. For a full listing of amenities, click the "View Details" link. This will take you to the property details pages. Select the Amenities tab, or Amenities link, and the screen will display all amenities available at the hotel.

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How do I find directions to the hotel?

When the hotels that meet your search criteria are returned, you will see "View Details" at the bottom of the hotel information section. This will take you to the property details pages. Select the Map and Directions tab, or Map and Directions link, and the screen will display detailed information about how to get to the hotel, along with a map.

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How do I take a virtual tour?

When the hotels that meet your search criteria are returned, click on "View Details" at the bottom of the Hotel information section. This will take you to the property details pages. Select the Virtual Tour tab, or Virtual Tour link, and the screen will display a tour if the hotel has one available.

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How do I get my commission if I am a travel agent?

Travel Agents are now encouraged to use our dedicated travel agency Web site www.utellagent.com. All the hotels that used to be bookable from hotelbook.com are now bookable on utellagent.com In addition to booking hotels you are also able to check your commission payments, request econfirmations, research our hotel portfolio and check out our promotions.

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