Are the room rates inclusive of tax and service charge?
The rate shown on the website is an average nightly rate, per room, for each room type displayed. The rates do not include taxes and service charge as well as extra charges (if applicable) such as an extra bed, gala dinner, mini-bar, or any other non-room charges. Breakfast is not included unless stated. To check the rate with taxes and service charges, please click the “Click to book” button to enter the booking form. The Booking Details on the right will have the breakdown of the rate. Please double check your booking details and grand total before you submit your booking. Please note that by selecting the “Click to book” button you are not submitting a booking.
What are the charges for taxes & services?
In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services
Why is there more than one rate for the same room type?
Different rates are due to the different promotions being offered by a hotel at any given time.
How do I know if a discount has been given?
All promotional rates displayed are already discounted. Information regarding specific hotel promotions are also displayed on the booking form. For more details, please continue to the booking form.
What does “Hot Deal”, “Non-refundable” “Special conditions” etc. mean next to my room type?
Hot Deal”, “Non-refundable”, “Special conditions”, etc. is an indication of a special promotion with some form of discount for a particular hotel, room type or period of stay. Bookings under promotion usually have a very strict cancellation policy which often results in a full period charge. Please make sure to read the booking conditions carefully before you submit your reservation
Are the room rates per person or per room?
The rates displayed are per room, NOT per person. It is important that you input the correct number of guests associated with this booking as rates may change based on occupancy. In some instances, a hotel limits the number of guests per room. To avoid additional charges when you check in, the number of guests must be accurate.
Can I add an extra bed/baby cot in my room?
Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under twelve years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.
How can I make a special request? For example: a sea view, twin beds, room on a certain floor or dietary needs?
During the booking process you can enter any special requests into the ‘Special Requests’ box on the ‘Contact Info’ page. Once you have received your booking confirmation you can follow-up with the hotel directly to confirm that your request can be met.
Can I make a booking for a check in date of today on the hotelsurfer.com website?
Yes, this is possible as long as the room is available on the hotelsurfer.com website when you make a search.
How can I check the rates on your website?
Please note that room rates and availability are subject to change at any time. hotelsurfer.com cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to the website and completing your travel information.
How do I make a booking?
Please note that room rates and availability are subject to change at any time. hotelsurfer.com cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to the website and completing your travel information. IMPORTANT: Please note that the lead guest name is entered correctly.
How long does it take to check if a room is available?
Availability is based on your search criteria. If a hotel is displayed based on your search criteria, the available room types will be displayed.
How many rooms are available?
The number of rooms available for your period of stay is displayed on the hotel page after you enter in your travel requirements (dates & destination). If you wish to book more rooms than what are available, you will need to split into different room types or search for another hotel. Please note that we may not be able to confirm room availability for any additional rooms in any extra booking, as rooms can be taken at any time.
Is there an additional charge for children when sharing a room with their parents?
Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under twelve years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.
What should I do if I would like to book more than 5 rooms?
You can reserve up to 4 rooms per booking. If you need more rooms, please make an additional booking. Please note that room is subject to availability.
Where can I find the cancellation policy?
When searching for the room rate, booking conditions will be right under the room type description. To check further, you can also click on the ""CLICK TO BOOK"" button which will direct you to the booking page . The cancellation policy/booking conditions link can be found in the middle of every page of the booking form. It will also be stated in the confirmation email we send you. If you cancel your booking via self-service the cancellation policy will be shown again upon cancellation. Note: Details and conditions in the cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. Please read this carefully before submitting your booking.
Why has the room rate changed?
Our hotel partners have the ability to change rates and promotions at any time. Market conditions, changes in strategy and availability are just a few reasons why you may experience this rate fluctuation.
How do I know my reservation is confirmed?
As soon as you have completed the booking process the confirmation page appears. This page shows all of your reservation details, including the booking number so you can access your confirmation online at' view my booking '. We also send you a confirmation email with all your booking information.
What is "Book Now Pay Later"?
Book Now Pay Later is just that, make a booking now, pay for it later. As with all hotelsurfer.com bookings, it is confirmed instantly. Approximately 2-3 days prior to the booking conditions becoming active, your credit card will be billed for the full amount.
If the room can be booked now and paid later, the text "Book now and pay nothing until (date, month and year)" will be displayed underneath the room image. Please make sure you select "Pay Later" when you input your credit card details.
Book Now Pay Later conditions are based on the hotel cancellation policy, check in date and the room availability. If you do not see this text on the room page it is not an available payment option.
Why don’t I see Book Now Pay Later rates on all hotels?
Book Now Pay Later conditions are based on the hotel cancellation policy, check in date and the room availability. If you do not see it when you search then it is not available for that hotel under that period of stay.
When do I pay for my booking?
That depends on the type of booking:
1) Rate per room per night - Pay online: If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, the reservation is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher AND credit card must be presented upon check-in at the hotel, together with a valid form of photo ID.
2) Book Now Pay Later - Pay online: Book Now Pay Later is just that, make a booking now, pay for it later. The booking will be instantly confirmed. The booking conditions (cancellation policy) will determine when you are billed. The actual charge date will be approximately 2-3 days prior to the hotel booking conditions becoming active. At that time you will be charged the full amount. This option is only available for Visa, MasterCard, AMEX. Please make sure you select "Pay Later" when you input your credit card details.
3) Pay at the hotel: hotelsurfer.com works in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where a hotelsurfer.com partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email. In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotels own cancellation policy will apply. The title of the rate section for these hotels is’ Pay at the hotel ' instead of 'Rate per room per night'.
Please note: The hotel reserves the right to preauthorize/charge your credit card prior to arrival. Timing and amount of charges will be in line with the conditions of your booking.
When will I get my refund?
A-Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date banks generally take up to 15 business days to process the refund payment and transfer the funds into a customers account. Please note, some banks can take up to 15-30 days, or until the next billing cycle. The refund should be converted to your local currency by your credit card company. How your reservation is processed will determine what shows on your card statement. However, your statement will ALWAYS show hotelsurfer or ( Fore Representations )somewhere in the subject line.
What are the charges for taxes & services?
In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.
Can I make a booking using my friends credit card?
Yes. Please note that we may contact you for security purposes when making a 3rd party booking.
Do you charge my credit card immediately upon confirmation?
1) Rate per room per night - Pay online: If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, the reservation is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher AND credit card must be presented upon check-in at the hotel, together with a valid form of photo ID.
2) Book Now Pay Later - Pay online: Book Now Pay Later is just that, make a booking now, pay for it later. The booking will be instantly confirmed. The booking conditions (cancellation policy) will determine when you are billed. The actual charge date will be approximately 2-3 days prior to the hotel booking conditions becoming active. At that time you will be charged the full amount. This option is only available for Visa, MasterCard, AMEX and JCB. Please make sure you select "Pay Later" when you input your credit card details.
3) Special Rates - Pay at the hotel: hotelsurfer.com works in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where an hotelsurfer.com partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email. In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotels own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Rate per room per night'.
Please note: Some hotels may charge your credit card with the full amount upon confirmation. This is mostly the case for non-refundable bookings.
I have already made my booking. Can I change the currency used?
Unfortunately we cannot change the currency selected once the payment has been made. Please ensure that the currency chosen is correct before proceeding with your reservation.
Should I speak to my bank before I make a booking?
In general there should be no need to speak to your bank before making a booking. However, if you are making a booking from a different country then your bank may block your payment for your security. If you are using your card outside of your home country it may be advisable to let them know to prevent any inconvenience.
What do I do if my credit card shows a slightly different charge than what is shown on my receipt?
The difference is a fee your bank has imposed on the transaction. The global financial crisis, in combination with recent legislation in the US has put significant pressure on the profitability of the banking and credit card industries. As a consequence, many banks have drastically increased the fees associated with international transactions in an attempt to recoup losses in other areas. This dubious business practice is unfortunately completely out of our control. If this happens to you, please let us know and we will do everything we can to help you recoup these fees with the bank.
How do I get a receipt?
If you wish to get a receipt, please use hotelsurfer.com Self Service. Please note that we only offer an electronic receipt in PDF format. Self service allows you to get your receipt under your company name & address. You can also action this request by logging on to 'manage my bookings' via the website.
Can I have a hard-copy receipt sent by post?
Please note that we only offer an electronic receipt in PDF format.
Where can I find the cancellation policy?
When searching for the room rate, booking conditions will be right under the room type description. To check further, you can also click on the ""Book it!"" button which will direct you to the booking form. The cancellation policy/booking conditions link can be found in the middle of every page of the booking form. It will also be stated in the confirmation email we send you. If you cancel your booking via self service the cancellation policy will be shown again upon cancellation. Note: Details and conditions in the cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. Please read this carefully before submitting your booking.
Will I be charged if I cancel my reservation?
The details and conditions of the cancellation policy will be different for each booking depending on the hotel, period of stay, room type, promotion, etc. When searching for the room rate, booking conditions will be right under the room type description. To check further, you can also click on the ""Book it!"" button which will direct you to the booking form. The cancellation policy/booking conditions link can be found in the middle of every page of the booking form. It will also be stated in the confirmation email we send you. If you cancel your booking via self-service the cancellation policy will be shown again upon cancellation.
When will I get my refund?
Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date banks generally take up to 15 business days to process the refund payment and transfer the funds into a customer’s account. Please note, some banks can take up to 15-30 days, or until the next billing cycle. The refund should be converted to your local currency by your credit card company. How your reservation is processed will determine what shows on your card statement. However, your statement will always show hotelsurfer somewhere in the subject line.
How do I calculate the correct cancellation date?
Cancellation policy dates are calculated based on the start of the day (local time), not check-in time.
Why has a full period charge been applied?
This is based on the hotel and supplier cancellation policy. Full period charge often applies for bookings under promotion special costing or high season. The policy can be different from one booking to another. When you submit the booking, please check the Booking Conditions underneath the room type and on the booking for
How do I know that my booking has been cancelled?
Once you have cancelled your reservation you should receive an email confirming the cancellation. Please check your inbox and spam/junk mail folders. If you don’t receive an email please contact us .
