Common Questions

	General Questions: (click to read)
	- Can I make a reservation over the phone?
	- How do I pay for my reservation?
	- What does 'Live Booking' mean?
	- Is my booking confirmation number from Infotel or from the hotel?
	- How are the hotels able to offer such discounted rates?
	- Are room rates per person or per night?
	- Can I book more than one hotel room at a time?
	- How can I check or cancel my reservation(s)?
	- Am I liable for any other fees or taxes?
	- What happened to my reservations area?
	- What are these new user accounts?

	CHECKING IN:
	- What will I need to check in?

	CHECKING OUT:
	- How do I check out?

	CHANGES AND CANCELLATIONS:
	- How do I make a cancellation?
	- How do I change my reservation dates?

	AFTER YOUR STAY:
	- How can I get a receipt for my hotel room?
	- Can I view my past reservations?

	OTHER QUESTIONS:

	ABOUT INFOTEL:
	- Company information, complaints procedure and Infotel's terms and conditions.


	GENERAL QUESTIONS:
[ back ]	Can I make a reservation over the phone? Hotel reservations can be booked by telephoning our call centre between the hours of 09:00 and 19:00 Monday - Friday (UK Time) on the following numbers: 01775 843413 (If you are dialling from within the United Kingdom) (+44) 1775 843413 (If you are dialling from outside the United Kingdom)
[ back ]	How do I pay for my reservation? Your credit card is only used to guarantee your reservation. Payment for the room and any supplementary charges will be required on check out. Accepted credit cards specific to your chosen hotel are displayed on the property information page and the booking form.
[ back ]	What does 'Live Booking' mean? Online booking indicates that the hotel has a system in place that allows our website to view and book ALL available rooms for any given date. As soon as the booking form has been submitted, the hotel will acknowledge your reservation by issuing a booking confirmation number. On arrival at the hotel you should present this confirmation number to the reception staff to retrieve your booking information. Warning: Failure to present your confirmation number may result in confusion to whether you actually stayed at the hotel. As a consequence, a "no show" penalty may be charged to your credit card by the hotel.
[ back ]	Is my booking confirmation number from Infotel or from the hotel? When making a 'Live Booking', we are booking directly into the hotel’s reservation system, in which case you are issued with the hotel's own confirmation number, generated by their system. 'Request' bookings will be given a confirmation number which comes from Infotel's own system. Once again, we remind clients to present booking confirmation numbers at check in.
[ back ]	How are the hotels able to offer such discounted rates? Reserving rooms online is a more efficient way for hotels to sell their rooms. Traditional marketing is expensive, the hotel information and rates are often outdated and with online booking there is less of a need for human interaction. Therefore, the savings made can be passed on to the consumer in the form of discounted rates.
[ back ]	Are the room rates per person or per night? All rates are based on a "per room / per night" policy, unless stated otherwise. Additional guests, children, beds and other items may be subject to additional charges upon check-out.
[ back ]	Can I book more than one hotel room at a time? The majority of ‘Live Booking’ hotels currently let you book up to 4 rooms of the same type at a time. However, not all hotels support this feature. If you are experiencing problems, we recommend you book 1 room at a time.
[ back ]	How can I check or cancel my reservation(s)? Simply click on the “My Reservations” tab at the top of the screen. Fill in your email address and confirmation number (which you will have received in your confirmation page and email). If you cannot access your email or the email address is no longer in use, please contact us: Email Reservations 01775 843413 (If you are dialling from within the United Kingdom) (+44) 1775 843413 (If you are dialling from outside the United Kingdom)
[ back ]	Am I liable for any other fees or taxes? Hotel rates are subject to various taxes, dependent upon the country and city. Additional fees, such as resort charges, local taxes and processing fees may also be due..
[ back ]	What happened to my reservations area? We are currently integratng this with the new user accounts but in the meantime you can still access the old my reservations area by going here and entering your email address and confirmation number.
[ back ]	What are these new user accounts? Previously, you could only make a booking and use the confirmation number to check it on the site. As this is a bit old-fashioned, we figured we would jazz it up a bit by giving you proper user accounts when you make a booking or sign up for the community area. If you have used us before 2nd April 2007, you will need to create a new account name for booking with us. If you're a corporate user, don't worry - we will still know who you are, providing you use the same email address for your new account.

	CHECKING IN:
[ back ]	What will I need to check-in? When you check in, we recommend you have the following: I.D. such as driver's license, passport etc. A valid credit card. Confirmation print out or number.

	CHECKING OUT:
[ back ]	How do I check-out? Because your credit card is only used to guarantee your reservation, you will be required to pay the full amount for your room(s) plus any additional hotel services you used during your stay.

	CHANGES AND CANCELLATIONS:
[ back ]	How do I make a cancellation? Please keep in mind that reservations cancelled after the hotel's cancellation policy has expired may be subject to a penalty charged to your credit card. If you need to cancel a reservation made using online booking, it must be done on the Infotel website. Simply click on the “My Reservations” tab at the top of the screen. Fill in your email address and confirmation number (which you will have received in your original confirmation page and email). Booking requests can be cancelled via our call-centre (see number below). Hotel systems do not allow modifications to be made to online reservations. We can only recommend that you cancel the original booking and re-book with your modifications. Please, feel free to call (see number below) if you are in any doubt about cancelling / modifying your reservation.
[ back ]	How do I change my reservation dates? Currently, changes to your reservation are not supported; you must cancel the original reservation (see above for more about cancelling a booking) and rebook for the new dates. However, we suggest you first check availability for the new desired dates, to avoid any disappointment from cancelling your first booking if the new dates are not available. Cancellation fees will still apply, as the first reservation is considered "cancelled," but credit will be given for unused room nights if applicable per the cancellation penalty.

	AFTER YOUR STAY:
[ back ]	How can I get a receipt for my hotel room? It is critical to keep the Infotel reservation confirmation page issued at the time of booking. You will also receive an email confirmation, which can be used as a receipt. If you need a receipt after your trip, you can access historical data from our website.
[ back ]	Can I view my past reservations? Simply click on the “My Reservations” tab at the top of the screen. Fill in your email address and confirmation number (which you will have received in your original confirmation page and email). Once “logged in” a list of all outstanding bookings, cancelled bookings and your booking history will be displayed.

	OTHER QUESTIONS:
[ back ]	If you have questions problems, please feel free to contact our client services department: Email Client Services 0870 7522238 (If you are dialling from within the United Kingdom) +44 870 7522238 (If you are dialling from outside the United Kingdom)

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Common Questions