Frequently Asked Questions

What are your standard terms regarding cancellation and changes?

Please refer to our Terms & Conditions.

Will I need to pay a deposit?

Not always, as there are many hotels offering no deposit

How do I amend or change my booking?

You can send a request via "manage my booking" or you can send an email to customerservice@hoteles.co.uk

How do I know my booking is confirmed?

Normally this happens straight away. You will receive an email from us with an attachment which gives you copies of your confirmation invoices and the vouchers you will need to take with you when you travel. If you have only paid the deposit, you will receive these vouchers once the booking is paid for in full.

Sometimes our emails can end up in a sub folder of your inbox in error, such as the spam or junk inbox. If you are awaiting confirmation from us, please check there. If not, you can print out your confirmation from manage my booking.

How do I cancel my booking?

You can cancel your booking by logging into manage my booking and selecting cancel my booking. Alternatively, you can email or post (recorded). If we have not confirmed receipt, we have NOT RECEIVED.

I have not received a confirmation of my booking

It can take up to 3 working days to receive your email after booking, once we receive confirmation from your suppliers. Please check your junk/spam inboxes. You can print a copy from "manage my booking"

What is my booking reference?

Your booking reference can be found on the confirmation documents that will be sent to you after you make your booking. 

We send these documents out to you once we have had full confirmation from the suppliers of your accommodation, which is normally instant. Private owners however, can take a few days.

If you would like another copy of your confirmation, please log into the Manage My Bookings section of our website.

When can I cancel my holiday?

You can cancel your holiday at any time, subject to our standard terms and conditions.

What's NOT included in my holiday price?

Flight
Holiday insurance
Additional charges for rooms, meals or under-occupancy in apartments
Charges for pre-bookable items such as transfers, welcome packs, taxi transfers, creche services, baby buggies,
toddler packs etc
Charges that hotels or apartments may make for facilities such as cots, sunbeds, sauna, tennis courts and equipment,
porters, etc
Deposits requested on arrival by some apartment/villa owner
Cost of visas or inoculations, where applicable.
Any phone booking fees if applicable.

What additional charges will I have?

You will only be charged for any extras that you book locally or any applicable local city taxes. Local charges may be made for mini bars, room service, spa facilities, laundry, air conditioning and sports facilities.

A deposit may also be requested for breakages and will be refunded in full at check out providing no damages have occurred.

What do the online prices include?

The prices include accommodation for your requested duration. Food and drink may be included subject to the board type you have requested.

All local tax and vat charges. Where possible, we will advise you within the description of the hotel of any additional local charges or optional extras, however these are subject to change at the discretion of your supplier.

What is a double/twin room?

A Twin/Double room is a room, which will accommodate 2/3 people in either a double bed or 2 single beds which will be allocated upon arrival. You are able to request your preferred option of either a double bed or 2 twin beds during the booking process. Some double/twins have a convertible bed to sleep a 3rd person, which maybe an adult or child only.

Are all special requests free?

Special request are free to submit and will be sent to the hotel on your behalf. Hotels will never guarantee the request.