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Frequently asked questions
Booking on the website
Booking with rooms-4you.com is both simple and secure.
The more information you give us about your travel plans, the more accurate our search results will be, including our prices.
When you’ve selected a product you like, you can see all the details about that product on our website, including the total price.
This is your opportunity to check all the information is correct and matches your expectations.
You can confirm that you want to purchase the product by clicking the ‘Book Now’ button. In order to click the ‘Book Now’ button, you need to confirm that you have read and accepted our Booking Terms and Conditions . Your acceptance is given for and on behalf of all the people who are included in your booking.
When you’ve completed your booking, you will receive a confirmation email.
Booking over the phone
You can call our booking number, xxxxxxxxxx, to book any product over the phone. To allow us to place your order, you need to have a valid email address.
A member of our customer services team will provide you with a price for your chosen product based on the information you provide. You will also need to share all other booking details, including your payment method, with our customer sales representative.
We can then confirm your booking details and you can check that everything is correct, including the total price. It’s important that you check all the information carefully.
Once you’ve confirmed the booking details are correct, we’ll explain the Booking Terms and Conditions which apply to your booking. You will then be asked to confirm that you want to purchase your chosen product, and the customer sales representative will process the order using your chosen payment method.
You can only book a product once you have confirmed that you have read and accepted our Booking Terms and Conditions . Your acceptance is given for and on behalf of all the people who are included in your booking.
When you’ve completed your booking, you will receive a confirmation email.
Remember that you can ask the customer sales representative any questions about your booking at any point.
We accept the payment methods indicated to you at the time of booking.
If you make a booking on our website, the total price will be debited from your card after you click the “Confirm” button.
If you make a booking over the phone, the total price will be debited from your card when you confirm to the customer sales representative that you wish to make the booking.
We take steps to protect our customers against fraud. If you receive an acknowledgement that your booking has either: (i) been flagged for fraud; or (ii) failed following a fraud screening, your booking has not been confirmed and your payment has not been processed. We may contact you to ask you to confirm the details of your booking, but it is your responsibility to contact us to resolve the issue, otherwise your booking may not have been processed.
Hygiene, disease and safety risks vary worldwide, and each country has its own requirements regarding vaccinations which can also vary depending on the person’s nationality. You should take health advice about your specific needs as early as possible prior to your departure. The Department of Health, your GP or a specialist travel clinic, as well as the Foreign & Commonwealth Office, can provide you with health advice about your destination.
Foreign Office advice
We also recommend that you check the travel advice issued by the Foreign & Commonwealth Office. Travel while pregnant, or with children
Some airlines refuse to carry women who will be a certain number of weeks’ pregnant on the date of return travel. Likewise Eurostar and some airlines have specific rules about travel with infants and children. Please check with the relevant airline or Eurostar (as applicable) prior to travel if you are pregnant or are travelling with children.
1. How do I make a booking?
Select the destination, departure and arrival dates, the number and type of rooms, the category and any desired services. The search engine will provide you with the accommodation most suited to your search criteria.
2. Do I have to include infants in the booking?
Yes. To search for bookings you will need to mention the number of adults (aged 12 years and over), children (aged between 2 and 11 years) and babies (aged 2 years and under).
3. Can I request a cot in my hotel room and will there be extra costs?
Depending on the room type you may be able to request a cot in the room, there may be an additional charge. You can request it by contacting our Customer Care Team on xxxxxxxxxxx (operating 24 hours a day, 7 days a week) and one of our agents will forward your request to the hotel. Special requests cannot be guaranteed and my not be confirmed until you arrive to the property.
4. What methods of payment can I use on the website?
- Credit card or debit card: your credit card or debit card will be charged the total amount of the reservation immediately.
5. I received an error message while making a booking, what does this mean?
In most cases this is due to the expiration of the browsing session. If you have completed the booking, please wait at least 30 minutes and check your inbox to see if you have received a confirmation email. If you have not received the confirmation email, please contact our Customer Care Team on xxxxxxxxx (operating 24 hours a day, 7 days a week) and one of our agents can check if your reservation has been confirmed. If you were not able to enter the necessary payment data, you need to close and reopen your browser, in order to try to purchase it again. If you prefer, you can contact our Customer Care Team on xxxxxxxx (operating 24 hours a day, 7 days a week) and one of our agents will help you make the reservation.
6. What should I do if I don’t receive a confirmation email?
If you have not received the confirmation of your reservation within 48 hours of making the request, please contact our Customer Care Team on xxxxxxxxx (operating 24 hours a day, 7 days a week). One of our agents will verify the status of your reservation and send you, where applicable, confirmation of the purchase.
7. Why have you blocked funds on my credit card when I don’t have a confirmed booking?
We work with a range of suppliers and a number of different live booking systems, and we’re selling hotel rooms and flights all the time. Availability can therefore change at any moment, so it’s possible that one of the products in your e-basket sold out while your card was going through the approval process.
If the booking can’t be confirmed, we cancel the transaction. This procedure may take 10-15 working days depending on bank clearing times.
Please contact your bank if you require any further information on the clearing times.
8. Can I amend my hotel booking?
If you want to make any amendments to your hotel booking, for example if you want to alter your dates or upgrade your room type, please contact our Customer Care Team on xxxxxxxxxx(operating 24 hours a day, 7 days a week) and include your booking reference number. This will ensure that we have all the information we need to process your request.
We’ll do all we can to meet your request but we can’t guarantee it will be confirmed. Please be aware too that a change may incur an additional charge by the hotel – if this is the case we will notify you.
*Please note that rooms-4you.com Top Secret hotel reservations cannot be changed and are fully non-refundable*
9. Can I cancel my hotel booking?
Some hotels impose non-refundable fees in line with their own policies that rooms-4you.com is required to pass on to you.
Please note that some room types are non-refundable from the time they are booked. Additionally, hotels will generally charge a higher fee if cancellation occurs within 24 to 48 hours of the scheduled arrival.
Rules vary according to hotel and room type so it’s important to check the rules associated with your booking. The specific rules for the hotel you are booking will be displayed on the website when you complete your booking. Once you have made your booking they will be detailed on your confirmation email.
If you need to cancel your reservation please contact our Customer Care Team on xxxxxxxxx (operating 24 hours a day, 7 days a week).
*Please note that rooms-4you.com Top Secret hotel reservations cannot be changed and are non-refundable*
10. Do you offer group rates for hotels?
We currently do not have special rates for groups of people.
11. What documents do I need to check into a hotel?
Please print a copy of your confirmation e-mail to present at check-in as proof of your reservation. You may also need to provide photo ID and the card used at the time of booking.
12. What time can I check-in to my room?
Usually check-in is from 2PM, although this does vary by hotel.
You may be able to arrange for an earlier/later than the stated check-in time with most hotels but you should always confirm with the hotel as this can’t be guaranteed.
Some hotels may charge extra for an early/late or out of hours’ check-in so be sure to check with the hotel direct.
13. What happens if the hotel doesn’t have a record of my booking?
Please contact our Customer Care Team on xxxxxxxxxx (operating 24 hours a day, 7 days a week) in order to check the status of your booking request.
14. What should I do if I want to leave the hotel earlier than planned and how do I obtain a refund for the unused nights?
You will need to request a document from the hotel showing the date and time of departure and the amount the hotel intends to bill you for your stay. Please contact our Customer Care Team on xxxxxxxxx (operating 24 hours a day, 7 days a week) in order to request a refund.