Frequently asked questions

Contact us

You can reach us from the ‘Customer Support’ section on our website. From there you can either access your bookings to manage them or you can contact us for anything need.

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. If it’s not an urgent matter, we’ll contact you back during our usual opening hours.

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

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 the incident by phone or through the 'My Bookings' section on our website and we’ll contact you as soon as possible. If it’s not an urgent matter, we'll contact you back during our usual opening hours.

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 to achieve the best outcome.

Cancellations and amendments

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

Each booking has a cancellation policy where it states the date up to which you can cancel or amend it free of charge. No fees apply to cancellations or amendments made before that date. If your booking had already been paid for and the cancellation or amendment means the new price is lower than the original one, we’ll refund the difference within 48 hours. In the event of cancelling or amending after this date the fee stated in the cancellation policy will apply. You can find this information on your voucher and in the confirmation email you received.

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

If the booking is cancelled before the date stated in the cancellation policy, which you can find on your voucher and confirmation, we’ll refund the full amount through the method used for payment within the next 48 hours. If you paid by bank transfer, you’ll have to provide your bank account info for the refund.

For bookings that are payable to the hotel, the cancellation policy and conditions that each property sets must be checked during the booking process. In these cases Reserving.com takes no payments and, therefore, makes no refunds.

How can I cancel or amend my booking?

You can do so from the ‘My Bookings’ section on our website or calling us on +44 (0) 203 627 9781 during our opening hours. Don’t forget to check the cancellation policy before requesting any changes. Non-refundable bookings and special offers may have different cancellation conditions.

Can I extend or shorten my stay once I’ve already checked in?

Amendments are always subject to the tour operator and property’s availability. The rates that will apply to any possible changes will be the ones valid at the moment of processing the amendment.

In case of early departure, there is no guarantee that the nights not used will be refunded. Should the property tell you they won’t be billing those nights, you should ask for this in writing and forward it to us so we can process it.

If you would like to extend your stay once you’ve already checked in, contact us and we’ll find out whether it’s possible and what the price would be.

For bookings that are payable to the hotel, the conditions that each property sets must be checked during the booking process. In these cases Reserving.com takes no payments and, therefore, makes no refunds.

What does ‘non-refundable’ mean?

Non-refundable bookings and special offers don’t allow any amendments or cancellation as their price is usually lower.

Cancelling or amending a non-refundable booking implies 100% of the cancellation fee.

What is a no-show and from what time does it apply?

A no-show means not showing up at the booked accommodation on the date. Some properties could consider not showing up by 6pm without having previously informed of the late arrival a no-show. In the event of a no-show, the property can automatically cancel the booking and charge the fee stated in the cancellation policy.

Do you offer any holiday cancellation insurance?

When booking online you’ll see the option to add holiday cancellation insure to your booking. You’ll also be able to see the price and a link to the terms and conditions.

The holiday cancellation insurance must be purchased at the time of making your booking and the payment will be taken once the booking is completed. The amount paid for the insurance is not refundable under any circumstances and it cannot be cancelled nor can any amendments be made to it.

If you need to cancel your booking for a reason listed in the policy coverage you need to contact Reserving.com as soon as possible to request the cancellation. Then contact the insurance company within 7 days of the covered cause taking place, in order to arrange for the refund of the cost incurred.

Payments

How 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 provide your card information. You'll also be required to provide an authentication password/code for your card. If you don't have it, you'll need to contact your bank/card issuer company. The payment will be taken on the date stated during the booking process.

If the payment gateway shows the amount EUR 0 it means the system is going to validate your card. The payment will be taken on the date stated during the booking process.

strongThe 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/strong.

There are also other payment methods available.

• Bank transfer. You’ll only see this option when the conditions of the booking allow it. You’ll receive our bank account information in the confirmation email.
• PayPal. If you have a PayPal account you can use it when this option is available.
• OneClick payment. If you belong to the Reserving Club you can use this system with which you link a card to your user account. That way you won't have to provide your card information for each booking.
• Bookings payable to the hotel. During the booking process you’ll have to check the conditions each property sets. The property will process the card information provided and the payment. Reserving.com doesn’t process any payments for these bookings.
  These bookings will be easily recognisable because of the following symbol
  The payment for these bookings could take place upon arrival or in advance. They property may also preauthorise your card. You’ll see this information in the conditions of each booking.

Do I have to pay anything upon arrival?

For bookings 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 by the property.

For bookings payable to Reserving.com, you’ll have to present the voucher we sent you by email when you arrive at the property. The services booked with Reserving.com (room type , number of rooms, number of travellers, meal plan...) are all stated on your voucher. You don't have to pay the property 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 property directly for them, as these services are 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 to the property.

In most cases half board and full board meal plans don't include drinks. Therefore, you’ll have to pay the property for any drinks you have.

Half Board regime includes: breakfast and dinner, being dinner the first service and breakfast the last. There are cases where half board may be both lunch or dinner. If you have any doubts, please check by phone with us or with the accommodation itself.

Full board includes: breakfast, lunch and dinner, being the dinner the first service and lunch the last.

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.

You’ll also have to pay city taxes if stated in the remarks of your booking.

Prices

What does the price include?

The price of your booking includes the services contracted with Reserving.com and which you’ll find on your voucher and in the confirmation email (type and number of rooms, number of adults and children, meal plan, etc.). Taxes are also included.

At some destinations a city tax may apply and it will be payable to the property upon arrival. The amount varies according to the type of accommodation and the destination. You’ll find this information in the remarks section, both before confirming your booking and afterwards. If the remarks don’t include this information it will mean the city tax is included in the price of your booking.

Some properties have a ‘resort fee’ which will be payable upon arrival. You’ll also find this information in the remarks section, both before confirming your booking and afterwards. If the Remarks don’t include this information it will mean the resort fee is included in the price of your booking.

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

Remember that drinks are usually not included with the meals included in your meal plan and, therefore, you’ll have to pay for them separately.

Are the prices shown on Reserving.com per person or per room?

The price displayed is the total price for all the rooms, people and nights included in your search. Therefore, the prices are not per person, but a quote for all the information entered in the search box.

Does the price include taxes?

The booking price is for the full stay including taxes. The only tax which may 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 property. In any case, this information will appear in the booking's remarks.

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

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

Can discounts be combined?

No, they cannot be combined, but the highest one available at that moment is the one that will apply.

Why can prices and availability vary on Reserving.com?

The price and availability of the bookings on Reserving.com are updated in real time, i.e. both the availability and the price can change in just minutes. That's why we recommend you book your accommodation 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 group bookings (five or more rooms per booking), rates are subject to the property’s acceptance.

Reserving Club

What are the advantages of joining the Reserving Club?

If you join the Reserving Club you’ll enjoy the following advantages.

• With each booking you make you’ll add money to your Wallet. You can use this money towards the payment of future bookings.
• If you’re logged in you’ll have access to exclusive deals.
• You’ll receive deals and suggestions just for you.
• You won’t have to fill in your personal info each time, which means making a booking will be faster.
• You’ll also make your bookings more quickly if you use the One-Click Payment system. You enter your card information just once. This information is then encrypted which means nobody can access it.
• Documents

How does my Wallet work?

If you’ve joined the Reserving Club with each booking you make you’ll add money to your Wallet. You can use this money towards the payment of future bookings. You can find all the information about your Wallet here.

Documents

Will I receive a confirmation for my booking?

You’ll receive a confirmation email with all the information, which you always have available in your client panel, both on our website and in our app.

You need to print your voucher to present both at your accommodation and for any activities/extras included in your booking (ski lifts, excursions, tickets…).

Do I need to present anything upon arrival at my accommodation?

You’ll need to show a printed copy of the voucher (if your booking has one) you received attached to your confirmation email, along with some official kind of ID (passport or national ID card).

f your booking includes any kind of activity you’ll also need to present a printed copy of your voucher there.

Bookings which are payable to the hotel don’t have a voucher. You’ll just receive the confirmation email and that’s all you’ll have to present upon arrival.

I made a booking but I haven’t received a confirmation email. What should I do?

You might have misspelt your email address. You should always check it before completing your booking.

The confirmation email might have gone to your spam/junk folder. Check it as it might be there.

In any case, you can always contact us to check the status of your booking and we can resend you your confirmation email.

How do I know if I have completed my booking?

Once your booking is complete, your booking ID will appear on your screen. Clicking on it you’ll be able see your voucher. You’ll also receive a confirmation email and you can check your bookings in the My Bookings section on our website.

If you don’t get your confirmation email in your inbox check your spam/junk folder.

Where can I find the contact information for a property?

When you search for accommodation on our website you’ll find the address and a map with the location for each property.

The confirmation email you’ll receive includes the property’s telephone number and it’s also on the attached voucher.

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

You need to present your voucher upon arrival at your accommodation. If for any reason you're unable to, please contact us from the My Bookings section or give us a call so we can send the voucher to the hotel.

How can I get an invoice for my booking?

During the booking process you need to select the box if you’d like to receive an invoice and fill in your billing information. We'll email you the invoice 24 h after you’ve checked out of the hotel, or you can download it at any time from your customer panel. If you’re travelling on business, we recommend you set up a business account on our website to benefit from all the advantages we offer. If your booking is payable to the hotel, you’ll have to ask the property for an invoice.

Booking process/special requests

Do I have to include children and infants in my booking?

Yes. All passengers have to be included in the booking, regardless of their age.

The property needs to know in advance the number of people included in a booking and their ages. There are certain types of room which might have an occupancy limit or that can’t hold an extra bed or cot.

There are certain properties with which we need to reconfirm the number of people the room holds when travelling with an infant. In these cases we’ll contact you.

If you need a cot/crib you’ll need to request it either contacting us or the property. Note a surcharge may apply and it will be payable upon arrival.

How can I find accommodation with certain facilities like for example a swimming pool?

First you need to enter your destination, number of rooms, number of people and dates and search.

You can filter your results according to your needs – property name, guest rating, price, facilities…

Depending on the filters you use the system will display the results accordingly to match your search.

¿Cómo puedo hacer una solicitud especial? (vistas al mar, camas individuales, habitación situada – una planta concreta o dietas especiales)

Some bookings give you the possibility to mark your preferences during the booking process. If the booking you’re interested in doesn’t or you’d like to request something not included, you can contact us from the My Bookings section or by giving us a call. Note that these preferences are always subject to availability and surcharges may apply.

At what time can I check in and check out?

Check in and check out times vary from one property to another. If you’d like to know you can either contact the property or us.

Note that check in for apartments is usually later than for hotels and check out is usually earlier.

If you’re going to arrive late or very early, it’s a good idea to contact us so we can inform the property. Some don’t have a 24-hour reception, or you may have to pay a surcharge, or check in may only be possible until a certain time.

Do I have to inform the property if I’m going to arrive later than 6pm?

Although your booking is guaranteed, it’s a good idea to contact the property or us to let them know and avoid any inconvenience upon arrival.

How can I know if a property accepts pets?

Before booking it’s advisable to contact us about this, as it’s something that could change over time, plus many properties might have different policies depending on the time of year.

Can I book from my mobile?

Yes, you can make a booking from your mobile.

• All you have to do is go to www.reserving.com in your mobile browser.
• Downloading our free app through this link for Android and IOS