FAQs.

FAQs.

About us
Find out why people are talking so much about Reserving.com

FAQs. and their answers, of course!

How can I contact Reserving.com?

1. By phone +44 (0) 203 627 9781 / +44 (0) 203 627 9781
Monday to Friday: 9 a.m. to 6 p.m. (CET).
Emergency service: 24/7365 days a year

You can also call us for free on Skype.

Through the Contact us section on our website. there you'll find the answers to the most frequent questions and you'll also be able to send us any other question by email.

4. Outside office hours and on bank holidays we offer a 24 hour emergency service. You can inform us of any incident by phone or through the website and we'll contact you as soon as possible.

Behind Reserving.com you'll find a friendly and professional team who will offer you a personalised service, both through the website and over the phone. Get to know us!

How much does it cost to cancel or amend a booking? Until when can I cancel or amend a booking free of charge?

You can check the cancellation/amendment deadline of your booking on the voucher. No fees apply to cancellations or amendments made before that date. In the event of cancelling or amending after the deadline, the fee stated in the Cancellation Policy will apply. You can find the Cancellation Policy in your confirmation email and on your voucher.

For bookings which are payable to the hotel, the cancellation deadline and conditions that each property sets must be checked during the booking process. In these cases, Reserving.com makes no charges or refunds.

Are my bookings made safely?

When making your booking, you'll be able to see you're on a https site, by checking the address bar on your computer. This shows you're working with a secure server.

The GeoTrust certificate and the Redsys e-commerce platform guarantee that all data is secure.

How and when do I pay for my booking?

If you choose to pay by card, you'll be redirected to our secure payment gateway where you'll have to fill in your card information. You'll also be required to provide an authentication password for your card. If you don't have this password, you'll need to contact your bank/card issuer company. Your card will be charged on the date stated in each case.

En el caso de reservas de pago – el hotel se deben consultar las condiciones que cada establecimiento define en el proceso de reserva. En estos casos Centraldereservas.com no realiza ningún cobro.

The safety of the information provided is guaranteed by the GeoTrust Secure Server and by Redsys, the fastest, safest and most advanced e-commerce platform in the industry.

We also offer the possibility to pay by bank transfer and PayPal. The system will only offer these options for those bookings for which these payment methods are possible.

If you are a Reserving Club member, you can use the One-Click Payment system, with which you'll link your card to your user account. That way, you won't have to provide your card information for each booking.

What about if I cancel a booking that had already been paid for?

If the booking is cancelled before the cancellation date stated on the voucher, we will refund the full amount within the next 48 hours.

For bookings which are payable to the hotel, the cancellation deadline and conditions that each property sets must be checked during the booking process. In these cases, Reserving.com makes no charges or refunds.

Does the final price of the stay include taxes?

The booking price is for the full stay, including VAT. The only tax which is not included are the local taxes, charged to tourists by some local governments in certain cities (e.g. 'taxe de séjour' in France or ‘city tax’ in many cities.). These taxes are to be paid to the hotel. In any case, this information will appear in the booking's remarks.

How will I received the documentation?

You'll receive an email confirming your booking along with the voucher, which you need to hand over at the hotel.

Do you offer any cancellation insurance?

Reserving.com offers you the opportunity to add a cancellation insurance to your booking which will cover costs if you have to cancel for certain covered reasons. You can click on the following link to review the covered causes or call us on +44 (0) 203 627 9781.

The cancellation insurance must be purchased at the time of making your booking and the amount of the insurance is not refundable in any circumstances.

If you would like to add cancellation insurance after confirming a booking you can do so as long as it’s on the same day you made the booking and the cancellation deadline hasn’t passed. To do so you can call us on +44 (0) 203 627 9781.+44 (0) 203 627 9781.

If you need to cancel your booking for a reason listed in the policy coverage, you need to first contact Reserving.com to request the cancellation. Then contact the insurance company within 7 days of the covered cause taking place, in order to arrange the for the refund of the cost incurred. We’ll cancel the booking and send you the necessary documents to present to the insurance company who will take care of expenses, provided the conditions of the insurance are met.

Are discounts accumulative?

No, they aren't accumulative, but the highest one available at that moment is the one that will apply.

Why is it cheaper to book with Reserving.com than directly with the hotel?

The prices we offer our clients are prices that have been negotiated with wholesalers and tour operators and with the hotels. Our system searches and compares dozens of different suppliers and always offers the best price available to us.

Do I have to pay anything at the hotel?

For bookings which are payable to the hotel the conditions that each property sets must be checked during the booking process. In these cases, Reserving.com makes no charges or refunds, all payment transactions are made directly by the hotel.

For bookings that are payable to Reserving.com, when you arrive at the hotel you have to present the voucher we sent you by email. The services contracted with Reserving.com (room type , number of rooms, number of travellers, meal plan...) are all stated on the voucher. You don't have to pay the hotel for any of these services, unless the remarks say otherwise. E.g. 'Children stay for free (room only), rest of services payable at hotel'. It means that if the children have breakfast and/or any other meals, you'll have to pay the hotel directly for them, as this service is not included in your booking from Reserving.com.

Also note that any additional services you use during your stay (parking, cot/crib, pet fee, mini-bar ...) will also be payable at the hotel.

In most cases, Half Board and Full Board don't include the drinks you have and, therefore, they must be paid for at the hotel.

Please note that Half Board (breakfast + 1 meal) might mean that the meal included is dinner or it could be lunch or you might be able to choose. If in doubt, you can contact us by phone or contact the hotel itself.

Some properties could request you pay a deposit upon arrival (usually apartments, bungalows...). This deposit will be reimbursed at the end of your stay, once the property has been checked and as long as everything is OK.

Why can a hotel's price and availability vary on Reserving.com?

The price and availability of the hotels that work with Reserving.com are updated in real time, i.e. both the availability and the price of a hotel can change in just minutes. That's why we recommend you book a hotel as soon as you see one that you're interested in. It may happen that if you try to book it a few hours later or the next day, it's no longer available or its price has changed.

For groups (five or more rooms per booking), rates are subject to acceptance of the hotel.

What do I do if I can't print my voucher or if I don't have it to hand in at the hotel?

You need to present your voucher upon arrival at the hotel. If for any reason you're unable to, please contact us so we can send the voucher to the hotel.

What do I do if I urgently need to manage my booking (amend, cancel...) out of Reserving.com's office hours?

At Reserving.com we strive to give the best service to our customers, which is why we offer a 24/7 emergency service, 365 days a year. You can communicate your incident by phone or through the website and we will contact you as soon as possible.

Requesting an urgent amendment or cancellation doesn't imply that it is possible to carry it out nor that no fees apply. However, we always do our best, and a little more, to achieve the best outcome.