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FAQ

Frequently asked questions
FAQ

RESERVATIONS

Can I make a reservation over the phone?

Can I make a reservation for more than one room at a time?

Can I make a reservation with special room requests or preferences?

Can I make a reservation for a hotel room that meets my accessibility needs?

Can I bring my pet to the hotel?

Can I make a reservation for someone else?

I know where I want to stay, but the search results do not show the hotel I want. Why can't I find it?>

How do I know my reservation is confirmed?

What should I do if I didn't receive a confirmation email after making my reservation?

I'm having trouble making a reservation online. What do I do?

What company manages my hotel reservation and payment?

 

CHANGES AND CANCELLATIONS

How do I change my hotel reservation?

If I change my hotel reservation, will I still get the same rate?

How do I cancel my hotel reservation?

Do you charge any change or cancellation fees? What is your cancellation policy?

How do I find the hotel's change and cancellation policy after I have made a reservation?

Will I be charged a night's stay if I miss my reservation or arrive late?

 

PAYMENTS

Is my credit card information secure?

What credit and debit cards do you accept?

When will I be charged for my hotel reservation?

What company will charge my card?

Will my credit card be charged if I forget to cancel and don't stay in the room I reserved?

 

RESERVATIONS

Can I make a reservation over the phone?

Reservations can only be made through the website.

The hotel and room selection is made at the Hotel & SPA Collection website, but at the end the reservation is made at the Booking.com website, the company that manages the reservations.

Can I make a reservation for more than one room at a time?

Reservations can only be made for one room at a time.

Can I make a reservation with special room requests or preferences?

Please refer to the hotel description and amenities and services sections on the hotel details page for specific needs. Alternatively you should contact the hotel.

When making your reservation online you can mention your special requests on the reservation page, but please note that these requests are not guaranteed, there might not be rooms with the requested features available at the time of your stay and additional charges may apply.

Can I make a reservation for a hotel room that meets my accessibility needs?

Please refer to the hotel description and amenities and services sections on the hotel details page for specific needs. Alternatively you should contact the hotel.

When making your reservation online you can mention your special requests on the reservation page, but please note that these requests are not guaranteed, there might not be rooms with the requested features available at the time of your stay and additional charges may apply.

Can I bring my pet to the hotel?

Please refer to the hotel description and amenities and services sections on the hotel details page for specific needs. Alternatively you should contact the hotel.

When making your reservation online you can mention your special requests on the reservation page, but please note that these requests are not guaranteed, there might not be rooms with the requested features available at the time of your stay and additional charges may apply.

Can I make a reservation for someone else?

On the reservation page just enter the name of the guest checking into the hotel.

You will also need to provide the guest's email address on the reservation page, so they receive their reservation confirmation email.

I know where I want to stay, but the search results do not show the hotel I want. Why can't I find it?

There are several reasons why this could happen:

- If we don't have rooms available for the dates you want, the hotel may not show up in your search. You may wish to try your search again with different dates.

- If you use the filters on the search results page to narrow your preferences, it's possible that you have filtered that hotel out of the listing. You may wish to try your search again with less or no filters.

- You could be searching for a hotel for which we do not have negotiated rates.

- You could be searching for a hotel that does not meet the requirements of this website.

The best way to find a specific hotel is to look for the name on the “Select hotel” field located on the left side of the search results page.

How do I know my reservation is confirmed?

We will send you an email confirmation after you've completed your reservation. You should receive the confirmation email generally within 15 minutes, although it may take up to several hours for you to receive it.

It's worth checking the spam folder in your email to make sure your confirmation email was not blocked. You may need to add this website to your "allowed" senders list to receive confirmation emails and information regarding future reservations.

If you don’t receive the confirmation email, please contact us by email (Website Support: info@hotelnspa.com).

What should I do if I didn't receive a confirmation email after making my reservation?

You should receive the confirmation email generally within 15 minutes, although it may take up to several hours for you to receive it.

It's worth checking the spam folder in your email to make sure your confirmation email was not blocked. You may need to add this website to your "allowed" senders list to receive confirmation emails and information regarding future reservations.

If you don’t receive the confirmation email, please contact us by email (Website Support: info@hotelnspa.com).

I'm having trouble making a reservation online. What do I do?

Please take note of any error messages on screen (you may wish to do a printscreen) and contact us by email (Website Support: info@hotelnspa.com).

What company manages my hotel reservation and payment?

The Hotel & SPA Collection website is an affiliate of Booking.com that will manage and control all the reservations.

Booking.com B.V. is registered with the trade register of the Chamber of Commerce in Amsterdam, the Netherlands, under registration number 31047344. VAT registration number is NL805734958B01. Registration number with Dutch Data Protection Authority is 1288246.

The Hotel & SPA Collection website does not receive payments and does not charge the credit cards.

In general payment is made directly to the hotel that will charge the credit card depending on the payment policy and the reservation conditions. We provide the policy for each hotel throughout this website on the hotel detail and reservation page (at Booking.com), and also on the confirmation email.

 

CHANGES AND CANCELLATIONS

How do I change my hotel reservation?

Please follow the instructions and the links published on the confirmation email to do the necessary changes.

If I change my hotel reservation, will I still get the same rate?

Room rates and availabilities are dynamic and subject to change, so it is possible that the rate will be different from your original reservation.

How do I cancel my hotel reservation?

Please follow the instructions and the links published on the confirmation email to do the necessary changes.

Do you charge any change or cancellation fees? What is your cancellation policy?

The Hotel & SPA Collection and Booking.com websites do not charge reservation, change and cancellation fees, but the hotel might do so.

Each hotel has its own change and cancellation policy that is available throughout this website on the hotel detail and reservation page (at Booking.com), and also on the confirmation email.

If you do not cancel your reservation within the specified cancellation period for the particular hotel, you may be subject to change and cancellation fees that the hotel imposes.

Some of the most competitive rates are non-refundable. If you have made a reservation with a non-refundable rate, then you will not be eligible for a refund in the event of a change or cancellation. If there are special circumstances, please refer to your travel insurance policy.

How do I find the hotel's change and cancellation policy after I have made a reservation?

You can view the hotel's change and cancellation policy for your reservation in your confirmation email.

Will I be charged a night's stay if I miss my reservation or arrive late?

You may be charged a penalty fee by the hotel, depending on the cancellation policy for the reservation. We recommend that you check the hotel's change and cancellation policy for your reservation in your confirmation email.

Please note that if you fail to notify the hotel about a late arrival, your reservation may be cancelled.

 

>PAYMENTS

Is my credit card information secure?

We will never sell your personal information and we use encrypted storage and secure transmission certified by Thawte to protect your personal information.

Websites secured by Thawte SSL certificates provide up to 256 bit encryption thereby offering the highest level of encryption and security possible. This means you can rest assured that communications between your browser and this website's web servers are private and secure.

The Hotel & SPA Collection website is an affiliate of Booking.com that will manage and control all the reservations. To view the Booking.com Privacy Policy please click here.

What credit and debit cards do you accept?

In general the accepted cards are: American Express, Diners Club, MasterCard and Visa. On the reservation page (at Booking.com) you can see the list of accepted cards for your reservation.

When will I be charged for my hotel reservation?

Each hotel has its own payment policy that is available throughout this website on the hotel detail and reservation page (at Booking.com), and also on the confirmation email.

In general the reservation will be charged by the hotel at the moment of check-in or check-out, but it some situations a partial or total reservation value pre-payment might be required, that will be charged by the hotel at the moment the reservation is confirmed.

In some situations the hotel might charge a test payment for credit card validation that will be refunded on the card.

What company will charge my card?

In general the hotel will be responsible for charging the credit card. If ever Booking.com is responsible for charging, that information will be published and available before confirming the reservation.

Will my credit card be charged if I forget to cancel and don't stay in the room I reserved?

If you do not cancel your reservation within the specified cancellation period for the particular hotel, you may be subject to change and cancellation fees that the hotel imposes and requires us to pass on.

Each hotel has its own change and cancellation policy, therefore we recommend that you check the hotel's change and cancellation policy for your reservation in your confirmation email.

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