Frequently Asked Questions

Contact
Cancellations and Modifications
Payments
Prices
Customer Services
Documentation
Booking Process / Special Requests
Security
Additional Services Associated with Accommodation

What are Frequently Asked Questions?

Frequently Asked Questions contain the main generalised questions and answers for users. They do not constitute a response to a specific enquiry, so they are purely informative and do not guarantee their applicability to similar situations.

1. Contact

How can I contact Reserving.com?

In the Customer Service section, we provide instructions on how to manage your bookings. You will also find a form to contact us via email for other enquiries.

Behind Reserving.com, you'll find a friendly and professional team that will provide you with personalized service, both online and over the phone. Get to know us!

What should I do if I have an urgent issue (modification, cancellation...) outside of Reserving.com's regular office hours?

Outside of regular office hours and on public holidays, we provide a 24-hour emergency service for your assistance.

At Reserving.com, we strive to always provide the best service to our customers. That's why we have a 24-hour/365-day emergency system in place. You can report your issue to us by phone, leaving us a voicemail for us to call you back, or through the "Manage your booking" section. In both cases, we will get in touch with you as soon as possible. If it's not urgent, we will contact you during our regular phone support hours.

Requesting an urgent modification or cancellation does not guarantee that they are possible or can be done without charges. However, we always do our best, and a little bit more, to find the best solution possible.

2. Cancellations and Modifications

How much does it cost to cancel or modify the reservation? Until when can I cancel or modify without charges?

All reservations have a cancellation policy indicating the deadline for cancelling or modifying without charges. Modifications or cancellations made before that date do not incur any costs for you, and if there are any charges, the refund will be processed within 48 hours. In the event of cancellation or modification after that date, the cost indicated in the Cancellation Policy on the voucher and booking confirmation will apply.

Modifications may result in a change in the original cost, and any such variation will be communicated prior to making the reservation and notified before taking any action.

The management fees for modifications to any accommodation service booked through Reserving.com will always be displayed prior to the purchase process and subsequently through various contact channels before requesting a modification.

How do I cancel or modify my reservation?

You can cancel or modify your reservation through the "Manage your booking" section, or by calling directly at UK +44 (0) 20 3627 9781 or USA +1 619 3304176. Remember to check the cancellation and modification conditions of the accommodation before making any changes. Non-refundable rooms and special offers may have different cancellation conditions.

Can I extend or reduce my stay once I'm at the destination?

Modifications are always subject to the availability of the provider or accommodation and to possible changes in rates at the time of requesting them.

In the event of early departure, the refund of the unused nights is not guaranteed. It is advised to request a document from the accommodation confirming the non-billing of the days not enjoyed and send it to us to facilitate the change.

If you decide to extend your stay once you're already at the destination, please contact us and we will inform you about the availability, costs, and rates we have available.

In the case of pay at the property reservations, the modification conditions defined by each establishment during the booking process should be consulted. In these cases, Reserving.com does not perform any payment or refund operations.

What does "Non-Refundable" mean?

Non-refundable reservations and special offers do not allow changes in the date or cancellations, as they have more advantageous prices.

Cancellation or modification of a "Non-Refundable" reservation incurs a 100% charge.

What is "No show" and from what time does it apply?

"No show" means not showing up at the accommodation on the scheduled day. Some accommodations may consider not showing up before 6:00 PM without notice of a late arrival as a "No Show". In the event of a "No Show", the reservation is fully canceled by the accommodation, and they will apply the charges established.

Do you offer any cancellation insurance?

When making the online reservation, you will find the option to add cancellation insurance with a link to the insurance terms and conditions and the total price.

Cancellation insurance must be purchased at the time of booking and will be charged upon completion of the booking. The insurance amount is non-refundable and does not allow cancellations or modifications.

If the reason for cancellation is one of those covered by the policy, you must contact Reserving.com as soon as possible to manage the cancellation and then contact the insurance company to arrange the refund of expenses. All of this must be done within a maximum period of 7 days from the occurrence of the event covered by the insurance.

3. Payments

Two payment options are available: payment at the accommodation and payment to Reserving.com.

In the case of pay at the property reservations, the payment and cancellation conditions defined by each establishment during the booking process should be consulted. In these cases, Reserving.com does not perform any payment or refund operations.

Regarding payment to Reserving.com:

How do I pay for my reservation?

If you choose Credit Card as the payment method, you will need to enter the details on the secure payment gateway to which we will redirect you. You will connect with your bank, which will ask for the security code associated with that card (if you are unsure, you should consult your bank). The payment will be processed on the payment date indicated at the time of booking.

If the payment gateway shows "amount: 0 Euros", it means that the bank has successfully obtained the data but the charge will not be processed until the scheduled payment date.

Different Travel S.L.U. has an SSL certificate for its transactions, issued and certified by DigiCert and/or Cloudflare as a measure to ensure maximum security.

What if I cancel and the reservation has already been charged?

If the reservation is canceled before the cancellation deadline indicated in the confirmation and voucher, we will refund the total amount using the same method used for payment within 48 hours. If payment was made by bank transfer, you will need to provide us with a bank account number for the refund.

We also offer other payment methods:

The possible payment methods for each reservation will be displayed when choosing the payment method during the booking process. Not all available payment methods will appear for every reservation.

Bank Transfer: The reservation system will give you the option or not, depending on the advance booking period. You will receive our bank account number with the booking confirmation.
Online Transfer: If you have a bank account in Spain or Portugal and have your online banking activated, you can select "online transfer" as a payment method. You will be redirected to your bank to make the payment directly from your own account with your online banking credentials.
OneClick Payment: If you have registered as a Customer, you can use OneClick payment, which allows you to associate your payment card with your customer account. This way, you won't have to enter your bank details every time you make a reservation.
PayPal: If you have a PayPal account, you can also choose to pay for your reservations on our website with PayPal. To do this, you will need to enter your email address and password, or your mobile number and PIN. Once you have logged in with your PayPal credentials, you can complete the payment.
Amazon Pay: If you are an Amazon customer, you can pay for your reservations with Amazon Pay. Select "Amazon Pay", log in to Amazon, choose which card to use for payment, and continue the purchase process on our website to finalize the reservation.
Google Pay: Now you can also pay for your reservations on our website with Google Pay. Just select Google Pay as the payment method when completing the reservation, and you will be redirected to your personal Google account to choose this payment method. The purchase will be confirmed immediately, and we will charge the reservation amount on the scheduled date via Google Pay. It's that easy!
Klarna: Pay with Klarna to split your purchases into 3 interest-free installments and divide the cost over 3 months at no cost. You can also postpone your payments for 30 days at no cost. Select "Pay in 3 interest-free installments" and add your card details. Charges will be automatically made in 3 months, receiving a notice for each charge via email. Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts and Cs and late fees apply.
Bitcoin / Cryptocurrency: To pay for your reservations with cryptocurrency, select "Bitcoin" as the payment method and access the link shown on the screen to pay in real time, or scan the QR code. After automatically converting euros to bitcoins, the payment will be made in bitcoins.
Payment at the property: Some reservations indicate direct payment at the accommodation, and in those cases, the specific conditions defined by each establishment during the booking process should be consulted. Reserving.com provides your card details to the establishment but never performs the charge.
Sometimes payment will be made upon arrival at the accommodation, and other times the accommodation may make a pre-authorization (charge/refund) on your card or charge some amount before arrival. This information appears in the reservation conditions.

Do I have to pay anything at the accommodation?

In the case of pay at the property reservations, the conditions defined by each establishment during the booking process should be consulted. In these cases, Reserving.com does not perform any payment or refund operations; the management is directly handled by the establishment where you have made the reservation.

In the case of payments made on Reserving.com, when you arrive at the accommodation, you must present the voucher that we have sent you by email. The services you have booked with www.reserving.com (type and number of rooms, number of adults and children, chosen meal plan, etc.) are reflected in the voucher. You do not have to pay for any of the services indicated in the voucher at the accommodation, unless otherwise specified in the notes section of the voucher (for example: "Children stay free only for accommodation, other services payable on-site" means that if the children have breakfast and/or any additional meals, you must pay for it directly at the accommodation, as this service is not covered by the reservation made through www.reserving.com).

Additionally, any extra services you consume during your stay (parking or garage service, cot rental, pet admission, minibar, etc.) must be paid directly at the accommodation.

In most cases, the Half Board and Full Board meal plans do not include beverages consumed during meals and must also be paid at the accommodation.

It's important to note that the Half Board meal plan includes: breakfast and dinner, with dinner being the first service and breakfast the last. However, in some cases, it can include either lunch or dinner. If in doubt, please contact us by phone or directly with the accommodation.

The Full Board meal plan includes: breakfast, lunch, and dinner, with dinner being the first service and lunch the last.

In some cases, establishments may request a deposit upon arrival as a guarantee (usually in apartments, bungalows, etc.). This deposit is refunded at the end of the stay, after the accommodation has been inspected.

Local taxes should also be paid if indicated in the reservation notes.

4. Prices

What is included in the price?

The price of the reservation includes the services you have booked with Reserving.com, which are reflected in the confirmation and voucher (type and number of rooms, number of adults and children, chosen meal plan, etc.). It also includes taxes.

In some destinations/locations, there are local taxes that must be paid directly at the accommodation and vary depending on the category of the accommodation and the destination. They are indicated in the Observations section, before and after making your reservation. If there is no information about local taxes in the observations, they are included in the total price of the reservation.

In some resorts, there is a fee called Resort Fee that must be paid directly at the accommodation. It is indicated in the Observations section, before and after making your reservation. If there is no information about this Resort Fee in the observations, it is included in the total price of the reservation.

Some establishments may request a deposit as a guarantee, which is refunded at the end of the stay after the accommodation has been inspected.

We remind you that beverages are usually not included with meals and must also be paid at the accommodation.

Are the prices from Reserving.com per person or per room?

Our booking system always displays the total price for the selected room distribution, number of people, and dates. Therefore, they are not prices per person but rather the total budget for the information entered in the search box.

Is the price displayed the total for the stay including taxes and fees?

The reservation price corresponds to the total stay including taxes. Typically, taxes charged in some cities, such as tourist tax (e.g., "taxe de séjour" in France), are not included in the price. These taxes must be paid directly at the booked accommodations. However, this information will be indicated in the reservation notes.

Why is it cheaper to make a reservation with www.reserving.com than directly with the accommodation?

The prices we offer to our customers are negotiated rates by wholesalers and tour operators with accommodations. Our system searches and compares among dozens of operators and directly with accommodations, always offering you the best price.

Are discounts cumulative?

Discounts are not cumulative, but you will always benefit from the highest discount available on our website at that time.

Why can the price and availability of accommodation vary on the Reserving.com page?

The price and availability of accommodations working with Reserving.com are updated in real-time, meaning both availability and price can vary within minutes. That's why we recommend making your reservation as soon as you see an accommodation that interests you. It's possible that when you try to book it a few hours later or the next day, it may no longer be available or its price may have changed.

In the case of groups (3 rooms), the rates are subject to the accommodation's acceptance.

5. Customer Management

What advantages do I have as a Registered Customer?

If you join as a Registered Customer, you will have the following advantages:

Earn extra money with your bookings in your Wallet
Invite your friends and you both get 10 euros!
Access exclusive offers
Book faster: your data is automatically filled in and One-Click Payment^*
Manage your bookings and personal data
Save your favorite accommodations
Receive exclusive proposals tailored for you via email

^{* Enter your card only once and we transform it into a secure encrypted code to facilitate your bookings and enhance your security}

How does your Wallet work?

If you're a Registered Customer, you accumulate extra money with your bookings in your Wallet, which you can redeem in future reservations. You can find all the information at this link.

6. Documentation

How will I receive the documentation?

You will receive the booking confirmation with all the information via email, which you can always access in your customer dashboard, both on our website and in our app.

You will need to present the voucher printed out at both the accommodation and the activities you have booked with the reservation (such as ski passes, excursions, tickets to theme parks, etc.).

What documentation do I need to present when checking in at the accommodation?

The voucher received by email a few days before check-in is the document you must present at the accommodation, along with the ID or passport of the reservation holder. You can print the voucher or download it to your mobile from the "My Bookings" section within your customer profile.

If the reservation includes any activities, it is also necessary to present the corresponding voucher at the location where the activity takes place.

For Direct payment bookings, a voucher is not necessary; the reservation confirmation email is sufficient.

I have booked an accommodation but have not received the confirmation email. What should I do?

It may be because the email address was entered incorrectly. We recommend checking it before completing the booking.

Sometimes, the confirmation email ends up in the spam folder. We recommend checking this folder as well.

In any case, you can contact us by phone to verify the status of your booking and, if we confirm that you have a booking, we will send you the confirmation as soon as possible.

How do I know if my booking is confirmed?

When you've completed the booking process, your confirmation number will appear on the screen. We'll also send you a text message and an email with all the details of your booking. You can check the status of your booking in the "My Bookings" section within your customer profile.

If you don't receive the confirmation in your inbox, please check your spam or junk mail folder.

Where can I find the contact information of the accommodation?

In the accommodation listing displayed in the availability list, you will find the postal address and the location of the accommodation on the map.

The contact phone number of the accommodation will be sent to you with the reservation confirmation email and also appears on the voucher.

What should I do if I can't print the voucher or if, for some reason, I can't present the voucher upon arrival at the reserved accommodation?

Delivering the voucher to the reception of the reserved accommodation is a necessary procedure. If for any reason you are unable to do so, please contact us by phone or through the "Manage your booking" section at Manage your booking, and we will send the voucher directly to the accommodation.

How can I obtain an invoice for my reservation?

During the booking process, you must indicate if you wish to receive an invoice and fill in the billing details. We will send you the invoice by email 24 hours after the check-out of the accommodation, or you can download it at any time from your customer panel. If you are a company, we recommend registering to take advantage of all the benefits we offer. In the case of direct payment bookings, you will need to request the invoice at the establishment.

7. Booking Process / Special Requests

Do I need to add children or infants to the reservation?

It's necessary to include all passengers, whether they are adults, children, or infants.

The provider or the accommodation needs to have an estimate of the number and ages of the occupants because some room types may not accommodate an extra bed or crib.

There are establishments for which we need to confirm the room capacity when traveling with a baby, and in these cases, we will get in touch with you.

The cot service always needs to be requested through us or directly with the accommodation, and there may be an additional charge for it, which will be payable directly at the accommodation.

How can I search for accommodations with specific amenities such as a pool?

Perform your search by destination, dates, number of rooms, and guests. On the next screen, you'll see all the available accommodations.

Please note when booking that some complementary services of the accommodation such as the swimming pool and other facilities of the property may only be available during certain periods, such as the summer season in the case of the swimming pool.

To narrow down the list and tailor your search to your needs, you can filter the available accommodations by various criteria: hotel name, price, category, meal plan, customer rating, theme, amenities, etc.

Based on the filters applied, the system will display a smaller list of accommodations that meet those criteria.

How can I make a special request?

(e.g., sea view, twin beds, room located on a specific floor, or special diets)

You can select any of the preferences that appear predefined in the booking process. Special requests not included there must be made by phone or through the Manage your booking section. These requests are always subject to availability and some of them may incur a supplement.

What are the check-in and check-out times?

The check-in and check-out times vary depending on each accommodation. If you need to know, you can call us to get more accurate information.

In apartments, the check-in time is usually later than in hotels, and the check-out time is usually earlier than in hotels.

If you are going to arrive late or very early, we recommend that you inform us so that we can verify it with the accommodation, as some do not have 24-hour reception, they may charge a surcharge, or even not allow entry later than their reception hours.

Do I need to inform the accommodation if I expect to arrive later than 6:00 PM?

Although reservations are guaranteed, if you're arriving later than 6:00 PM, it's advisable to contact the establishment or us to notify them of the expected time to avoid any inconvenience upon arrival.

How do I know if the accommodation accepts pets?

Before making the reservation, it is advisable to inquire about whether it is possible to bring pets, as accommodations often change this service quite frequently.

How to book from your mobile device?

If you want to make your accommodation reservation from your mobile device, you can do it:

From your mobile browser, by visiting www.reserving.com
By downloading our free app via this link for Android and IOS

How do accommodation star ratings work?

The star ratings of accommodations are not assigned by Different Travel S.L.U., but follow local regulations and may be given by the accommodation itself or by third parties (such as the American Automobile Association). They are only a reference for price, facilities, and services, but do not guarantee specific features.

For more details, please check the "Accommodation Information" or "Services" section on the hotel’s page.

Is the star rating reliable?

Different Travel S.L.U. does not verify the star rating, so we cannot guarantee its accuracy. If we find an error, we may ask for justification or an adjustment.

8. Security

Are my bookings being made securely?

"When making your reservation, you can check in the address bar that you are on an https page, indicating that you are working on a secure server."

The security of the data is guaranteed by the Geotrust certificate and the Redsys e-commerce platform.

Are the details of the reservation holder verified?

When the user makes any request, such as a query, modification, cancellation, etc., whether through the portal, by email, or by phone, Reserving.com may ask for one or more of the user's previously mentioned data to ensure their identity. The data we use to validate a customer are primarily their email address, reservation number, and phone number, and they are essential for carrying out any management related to a reservation.

9. Additional Services Associated with Accommodation

What are the packages?

Some accommodation offers include in the displayed rate some extra service such as entrance to a theme park, a special meal, a spa circuit...

When checking availability, accommodations will be accompanied by information regarding the extra service and will be identified with the getaway icon (romantic getaway, relaxation, gastronomic...).

What is an extra?

¿Qué servicios relacionados con el Esquí puedo contratar con vosotros?

What ski-related services can I book with you?

During the ski season, you can find a wide range of accommodations that include ski passes, equipment rental, on-piste dining...

They can be pre-packaged deals or extra services, allowing you to choose the services you need to add to your accommodation. Along with the booking confirmation, you will receive all the information about where to pick up the ski passes, where to rent equipment, etc.

Can I rent a car from your website?

From the "Cars" link on our website, you can rent a car for the dates and destination you need. Car rental bookings are made through our partner Carnect, with whom you will need to contact in case of cancellations, changes, or any other inquiries.

What services can I book with you to go to Disneyland Paris?

We offer Hotel + Tickets packages. Once you have your reservation, you can contact us to add other magical options. Call us at UK +44 (0) 20 3627 9781 or USA +1 619 3304176 to make your stay at Disney even more special. "Our Disney ambassadors" will be delighted to assist you.

Do you offer any type of insurance to purchase?

When making the online reservation, you will find the option to add cancellation and health assistance insurance with a link to the terms and conditions and prices. For example, our Better and Best insurance not only offers coverage for cancellation and travel assistance but also includes a price monitoring and improvement service.

The cancellation insurance must be contracted at the time of booking and will be charged at the end of the booking process. The insurance amount is non-refundable and does not allow cancellations or modifications.

If the reason for cancellation is one of those included in the coverage of the policy, you must contact Reserving.com as soon as possible to process the cancellation and then contact the insurance company to manage the refund of expenses. All of this must be done within a maximum period of 7 days from the occurrence of the event covered by the insurance.

During the snow season, we also offer the option to purchase specific ski insurance. Both the clauses and coverage of the insurance as well as the total price are displayed during the accommodation booking process.