Frequently Asked Questions

A. Please call our UK reservations team on: +44 (0) 870 428 6527and they will assist. We do charge you an administration fee of £20 for amending your booking. N.B. Any cancellations or amendments must be made through Online Travel Group and not with the hotel or this may affect any refund due to you.

A. Yes - we have negotiated special rates for all the hotels that we offer including special offers such as FREE 3rd night.

A. Hotel details are displayed online. If you have a specific requirement, please call our reservations team - in many cases, you may be able to speak to a member of staff who has visited the hotel in question.

A. For the present, please call us if you have children or complete your group requirement details online and our group's agent will contact you. Children will soon be bookable online.

A. Most hotels do offer these, but they vary between properties - our reservations team can advise you regarding the individual hotel.

A. For legal and safety reasons, many hotels do not accept booking from unaccompanied children and we strongly recommend that you contact us prior to booking, as children under 18 may be refused accommodation if they arrive without a responsible adult.

A. Please remember that the price you pay is the total for yourself and anyone travelling with you, as advised to us when you make your booking. If you then arrive at the hotel with additional guests or are joined by a guest during your stay, the hotel will expect immediate payment for them and may charge you at their normal daily rate.

A. Our cancellation policy is £20 per person, or if the booking is cancelled within 48 hours notice or less, the hotel will levy a charge of the first night's accommodation.

A. Yes, in most cases apart from group travel on which we accept deposits.

A. We currently accept Visa, Mastercard, Solo and UK debit and switch cards. European debit cards may be used if they contain a Visa logo facility. Please note that payment by credit card will attract a small processing charge of 2%.

A. Our site is secure - upon entering your details, these will be encrypted. We store a minimum of customer information and we never pass this on to any other company or supplier.

A. A booking confirmation email then a email containing your hotel voucher and check-in information.

A. No - once your booking is made with us, the hotel receives your details automatically.

A. Yes - we can even book you in over the phone as you board the plane. However for online bookings we need at least 48 hours notice.

A. Some hotels offer parking facilities either on-site or nearby - most levy parking charges which will vary, approximate fees are shown (where known) in our hotel information .

A. Check in time at most hotels usually starts around 15:00 p.m. onwards to allow the rooms to be cleaned and re-stocked after the previous occupant/s, but some hotels may allow you to check in earlier and most will let you leave your luggage at reception. Your rooms are guaranteed for late arrival. Please note however, that if you fail to check in by 09:00 a.m. the following day, the hotel is under no obligation to keep your room and may charge you.

A. Check out time is usually around 11:00 a.m., however, please ask your hotel as they may offer a late check out facility ( this usually carries a small fee.) Most hotels will allow you to leave your luggage at reception and collect it before leaving for the airport.

A. In the first instance, please try to contact us on our reservations or emergency number or contact the hotel direct. If you fail to pre-advise that you will not be arriving as planned, the hotel may cancel your booking and re-sell your room. In this instance, either the first night will be charged or the hotel will levy a charge according to the contract under which the booking was made and sold to you.

A. This is a standard requirement in most hotels worldwide and is only taken as a precaution, so as to guarantee payment of any incidental charges (such as telephone calls, room service etc.). But on check-out, the hotel will usually give you the option of paying by cash instead.

A. Some hotels may levy daily or weekly charges for room safe's, air-conditioning or gym/leisure facilities and where these are confirmed to us, we will always display them - if you are in any doubt, please contact our reservations team, who will gladly call the hotel to clarify prices. Many US hotels have ' honor bars ' which contain goodies, games, drinks, condoms etc and work on a system of trust, in that guests must leave money each time they take something from the bar or pay at reception on departure - if payment is not made at the time, the hotel will reserve the right to levy the charge after the client's departure and may seek payment either direct or through their supplier.

A. Please contact our reservations team and we will assist you with your request.

A. Yes - we have a dedicated emergency telephone number to call out of hours and at weekends / holiday periods, which is given out on our answerphone. Please call us if you are experiencing for example, flight or transport delays or difficulties with your accommodation.

A. For special requirements, please call us and we will contact the hotel to check if they can accommodate your request.

A. Continental breakfast will typically consist of croissants, rolls or bread, cold meats, fruit, cereals, tea / coffee and fruit juices. Buffet breakfast will usually consist of croissants, rolls or bread, salami and other meats, cheeses, yoghurts, cereals, fruit, jams & spreads, tea / coffee and fruit juices. There may also be some hot food choices, such as sausages, eggs and bacon.

A. Yes, provided you give us a minimum of 24 hours notice so that we can advise the hotel. We will charge a £20 amendment fee for you for making a name change.

A. 1.6 kilometres is equivalent to 1 mile.

A. Most of our rooms are en-suite, however, we will advise you when they are not.

A. En-suite facilities always include a shower or a bath, or both. Should you have a specific requirement, please contact our Reservations Department who can request this for you.

A. No - if we add a superior classification to the general rating, it means the hotel falls between 2 categories, so a 3* Superior for instance, will be better than a 3 star but not quite up to the standard of a 4 star.

A. The price shown gives the total for all persons, inclusive of breakfast and taxes

A. This may depend on whether you are booking in low season ( November to March ) or high season ( April to October ). There may also be times when your preferred dates coincide with major trade fairs or localised events, during which periods hotels often increase the cost of their normally discounted rates to us as room availability is more scarce. We will always endeavour to find you the most competitively priced hotel.

A. All of our prices are in Pounds Sterling.

A. Visa requirements vary greatly depending upon the individual and the country - for UK residents, we recommend that you consult the UK Visa enquiry website on: www.ukvisas.gov.uk or contact us well in advance of your travel date if you are in doubt.

A. In the UK, the UK Foreign Office website is a useful source for further information: www.fco.gov.uk - for other countries, please consult their related site.

A. Please ensure that you have a current passport with at least 6 months validity, prior to your travel dates.

A. We offer a varied selection of hotel accommodation in many major cities and beach resorts throughout Europe which include a good selection of 2 star budget hotels, excellent quality 3 star hotels and 4 star hotels and luxury 5 star hotel accommodation. We also have a good choice of convenient airport hotels. All of our hotels and apartments in Europe are carefully vetted and we only offer quality hotel accommodation and apartments.

A. Yes, where available we offer a full range of hotel special offers and discount deals through our online reservation service and our call centre, which include many weekend and seasonal promotions. We regularly feature special offers for hotels - please note that only 1 offer per booking is permitted - long stays cannot be split into 2 bookings, to gain more free nights. If this occurs, such split bookings may be refused by the hotel on arrival or their standard room price may be charged.