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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?

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

Can I bring my pet to the hotel?

How do 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 should I do if I have a question about a past reservation?

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?

I cancelled my hotel reservation. When will I be credited?

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?

How do I get a receipt for my hotel reservation?

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

What is the billing postal code?

 

RESERVATIONS

Can I make a reservation over the phone?

Yes. You can contact us to make a reservation by phone (Customer Support: +800-11-20-11-40 - please indicate the code 470154 when calling).

You can also change or cancel a reservation or get information about an existing reservation or hotel.

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

Yes. You can make a reservation for up to eight rooms in a single transaction.

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

The available hotels’ amenities and room features are listed on the hotel details page.

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.

For additional special room preferences, please contact us to make the reservation by phone (Customer Support: +800-11-20-11-40 - please indicate the code 470154 when calling) .

How do 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.

Please note that we cannot guarantee that a room with the requested features will be available and that additional charges may apply.

Can I bring my pet to the hotel?

Pet policies vary by hotel. If the hotel you are seeking to book shows “Pets allowed” on the amenities and services list found on the hotel details page, please contact us by phone for further assistance (Customer Support: +800-11-20-11-40 - please indicate the code 470154 when calling) .

How do I make a reservation for someone else?

You can easily make a reservation for someone else online. On the reservation page just enter the name of the guest checking into the hotel and a phone number for the guest while traveling.

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?

When completing a reservation online you will have access to a confirmation success page with an Itinerary ID that confirms your reservation. You can double check your reservation by following the link “Check Reservation” located on the top right side of any page of this website and filling in the required information.

We will also 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 have access to the confirmation success page with the Itinerary ID, 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) .

If you don’t receive the confirmation email, please contact us by phone (Customer Support: +800-11-20-11-40 - please indicate the code 470154 when calling) .

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 phone (Customer Support: +800-11-20-11-40 - please indicate the code 470154 when calling) .

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 should I do if I have a question about a past reservation?

Please contact us by phone (Customer Support: +800-11-20-11-40 - please indicate the code 470154 when calling).

What company manages my hotel reservation and payment?

Your reservation is managed by the Expedia Affiliate Network (EAN.com L.P.) system and reservations team. EAN.com L.P. is a registered seller of travel in the USA and part of the Expedia Group.

Payments are processed by Travelscape LCC, a registered seller of travel in the USA and part of the Expedia Group.

 

CHANGES AND CANCELLATIONS

How do I change my hotel reservation?

You should contact us by phone (Customer Support: +800-11-20-11-40 - please indicate the code 470154 when calling).

Our customer service representatives can help you find alternative room types, dates or hotels, to ensure your stay will match your updated needs.

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?

You can easily cancel a reservation online. Just follow the link “Cancel Reservation” located on the top right side of any page of this website, fill in the required information to identify your reservation and click the “Cancel Reservation” button.

The reservation confirmation email also has a link to the “Cancel Reservation” page of this website.

You can also contact us by phone (Customer Support: +800-11-20-11-40 - please indicate the code 470154 when calling).

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

Each hotel has its own change and cancellation policy which we are required to pass on.

We provide the policy for each hotel throughout this website on the hotel details and reservation pages, and also on the confirmation email. If you need to change or cancel your confirmed reservation, you can view the hotel's change and cancellation policy in your 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 and requires us to pass on.

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.

I cancelled my hotel reservation. When will I be credited?

When you cancel a reservation, your payment refund will be processed automatically and within 24 hours.

Funds will be available within 3-7 days or on your next billing cycle. If you do not see the refund on your billing statement within 30 days of cancelling your reservation, please contact us by phone (Customer Support: +800-11-20-11-40 - please indicate the code 470154 when calling) .

Please note that cancellations done after the cancellation deadline are subject to penalties imposed by the hotels that will have to be passed on and deducted to the refund. If you booked special discounted rates that are non-refundable you will not be refunded any of the payment.

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.

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 you can see the list of accepted cards for your reservation.

When will I be charged for my hotel reservation?

The credit card will be charged for the full amount of the reservation after you confirm the booking.

What company will charge my card?

Payments are processed by Travelscape LCC (a registered seller of travel in the USA and part of the Expedia Group).

How do I get a receipt for my hotel reservation?

After you have made your reservation, we will send you a confirmation email, which also serves as your receipt. Upon check-out, you will receive a receipt from the hotel detailing any additional charges you might have incurred throughout your stay.

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.

What is the billing postal code?

The billing postal code is the postal (zip) code of the address associated with the credit card. This code must match the credit card provider’s records or the reservation will not be valid or accepted.

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