FREQUENTLY ASKED QUESTIONS - GUEST

  1. How do I create an account?
    You can register online and will be promoted to add your email address. Once registered you will get an email confirmation of your registration and thereafter can Sign in from the same page
  2. How do I use special codes?
    Any special codes that you have can be used on the main booking page. This will ensure that you get preferential prices or services for the duration of your stay.
  3. Can I cancel my booking?
    If your booking is non-refundable you cannot cancel it. If free or partial cancellation applies, check your confirmation email or confirmation page in the Bookings section of your account for the cancellation costs.
  4. Can the cancellation be restored? - No, you will need to make another booking.
  5. How can I make a reservation?
    Reservations can typically be made online by selecting the destination and inputting the dates. If you have a promo code you can put the code in the Special code and avail preferential prices at the hotels.
  6. What is the cancellation policy?
    Cancellation policies vary by hotel. They are usually detailed on the booking confirmation or on the bookings section of your Bookitplease account.
  7. Do I need a credit card to make a reservation?
    Most hotels require a credit card to secure a reservation, though some may accept debit cards or offer other payment methods. A valid credit or debit card is required to confirm the booking. Subject to each hotel's cancellation policy, the card can be charged fully or partially before the arrival date. This is outlined in your booking confirmation email.
  8. Can I modify my reservation?
    In order to modify your reservations, please contact our Reservations team on reservations@bookitplease.com.
  9. What are the check-in and check-out times?
    Standard check-in time is usually around 3:00 PM, and check-out is typically by 11:00 AM or 12:00 PM. Your booking confirmation will state the check -in and check-out times at your chosen hotel.
  10. Is early check-in or late check-out available?
    Early check-in and late check-out may be available upon request and are often subject to availability and additional charges may apply. You can add a request in the Notes section of your reservation and indicate the estimated time of arrival. Requests are not guaranteed. If you wish to have a guaranteed early check in we recommend you reserve the room from the night before.
  11. What identification is required at check-in?
    A valid photo ID and often the credit card used to confirm the booking are typically required at check-in.
  12. What amenities are included in my stay?
    The amenities offered at each hotel are different, you will typically find them in the hotel/room description on the booking site you use.
  13. Is there a shuttle service to and from the airport?.
    Some hotels offer shuttle services, which may be complimentary or for an additional fee. Usually this is indicated under Amenities/Facilities in the hotel description page. If in doubt, you can contact us at reservations@bookitplease.com.
  14. Are pets allowed in the hotel?
    Pet policies vary. Some hotels are pet-friendly and may charge an additional fee or deposit. Others are strictly pet-free with the exception of guide dogs. If in doubt please contact us at reservations@bookitplease.com. mentioning the hotel name.
  15. Are there additional fees I should be aware of?
    Possible additional fees include city tax, resort fees, parking fees and charges for extra amenities or services. These are usually mentioned in the description of each hotel. Please note that it is a standard policy for hotels to request a deposit or credit card for any incidentals incurred during your stay. These may vary from hotel to hotel
  16. Do you offer discounts for certain groups (e.g., AAA, military, seniors)?
    Many hotels offer discounts for certain groups. Usually they would require proof that the guest belongs to such a group. If in doubt please email reservations@bookitplease.com
  17. I have been incorrectly charged. What should I do?
    Please contact reservations@bookitplease.com. or our Help Centre. We may ask for a copy of your bank statement showing the incorrect charges as well as your booking confirmation number and PIN code, please have them ready. If the incorrect charge shows the hotel name on your statement, we recommend you contact the hotel directly.
  18. Where can I confirm that I have paid for my booking?
    You will find details about your payment in your confirmation email which also includes an option to download a payment confirmation in PDF format.
  19. Where can I see the payment policy for my booking?
    Please refer to your booking confirmation email which contains information about payment policy
  20. Will I need to pay anything additional upon arrival?
    Sometimes, you are expected to pay taxes and charges upon arrival. If this is the case, the amount is stated before you book and in your confirmation email. If no amount is stated, you should not pay anything upon arrival. If the property requests money from you and you believe this is incorrect, please email reservations@bookitplease.com. It is a standard practice for hotels to request a deposit or pre-authorisation of a credit card for any incidentals incurred during your stay, however this is refundable on departure (in case no extra charges are added to your bill)
  21. Are meals included in my booking?
    Please refer to your booking confirmation email which contains information about any meal plans included in the rate you booked. Some properties allow guests to pre-book a meal plan before or upon arrival. You can contact the property directly prior to your check in date to find out more.
  22. Upon arrival, the room/accommodation I was given did not match what I booked. What should I do?
    Please contact our customer Service team at reservations@bookitplease.com providing details about the discrepancy. If you have been asked to pay any extra fees, please include proof of payment.
  23. Why was my booking cancelled or declined?
    There are many reasons why your booking may be cancelled or declined e.g. if your card is declined, the hotel is overbooked or reasons beyond our control. In situations like this our customer service team will connect with you with the plausible reason and endeavour to find similar accommodation for you as soon as possible. Next, we refund you (if charged) . It can take up to 7-10 working days for the refund to be processed depending on the bank
  24. If I need to cancel my booking, will I pay a fee?
    Your booking confirmation clearly states the cancellation policy. Non -refundable bookings are paid at the time of confirming the reservation and cannot be cancelled or amended free of charge. You can refer to the cancellation policy outlined in your confirmation email or in the confirmation page in the Bookings section of your account.
  25. How do I know if my booking was cancelled?
    After you cancel a booking with us, you should receive an email to confirm the cancellation. Please check your inbox and spam/junk mail folders. If you have received an email from Bookitplease.com confirming the cancellation of your booking, there are no further steps you need to take. Refunds usually take up to 10 days to be processed to your bank account. The processing time depends on the bank you are using. If you have questions, contact Customer care at reservations@bookitplease.com
  26. Where can I find the cancellation policy?
    You can find this in your booking confirmation email.
  27. I have paid for my booking but I haven’t received an email to confirm. What should I do?
    You will receive a confirmation email once your booking is confirmed. This should be instant,but sometimes can take longer. Please check your spam/junk mail folders for this email, it may be there by mistake. If you still haven't received any emails, reach out to our Customer Service team on reservations@bookitplease.com.
  28. Can you resend my confirmation email?
    You can find your confirmation under the Bookings section in your account. If you still need us to resend your confirmation email please reach out to reservations@bookitplease.com.
  29. I cannot find my confirmation email, what should I do?
    We recommend you to check your inbox and spam/junk mail folders first, sometimes emails from unknown senders end up in the spam folder. If you have a Bookitplease.com account, you can also find your confirmation under the Bookings section in your account. If you are still unable to locate your booking confirmation, you can contact reservations@bookitplease.com.
  30. Why and how long do I need to wait for my booking to be confirmed?
    Usually bookings are confirmed by email within XXX minutes of finalising the reservation. If you do not receive an email confirmation, we recommend you check your spam folder or the Bookings section of your Bookitplease.com account. If you are still unable to find it, please contact Customer care at reservations@bookitplease.com. Sometimes guests make mistakes when providing their email addresses which can be a reason why confirmation has not been received.
  31. My booking is still not confirmed, what should I do?
    You will receive an email to let you know if your booking is confirmed within several minutes. Please check your inbox and spam/junk mail folders for this email. If you still cannot find the confirmation, please reach out to our Customer Service team at reservations@bookitplease.com
  32. How can I request an extra service from the property?
    If you would like to request an extra service, i.e.an extra bed, early check-in or transportation to the property, please contact the property directly prior to your arrival. Requests are not guaranteed as they are subject to availability
  33. How do I receive more information about property’s facilities?
    For more information on the property you can click on the hotel name on the confirmation page which will direct you to the hotel page. You will find a complete list of the hotel’s facilities and services there.
  34. Can I change the guest name for this booking?
    It’s not possible to change any personal details like the guest name or email address. If you need to make any changes please contact our Customer Support team for further assistance.
  35. Can I get extra beds/cots for child(ren)?
    It depends on the property’s policy. Usually babycots are free of charge, however , additional costs may apply for children above a certain age. Please contact the property directly prior to your arrival to find out more information on your request.
  36. I cannot find my booking in my account, what should I do?
    If you were signed in when you made your reservation, the booking should appear in the Bookings section of your account. If you were not signed in when you made your booking, the booking will not appear and you cannot add this booking to your account. In either case an email confirmation would have been sent to the email address provided. If you are not able to find the email confirmation in our Inbox, we recommend you check your Spam folder.
  37. How can I make a “Best Price Guarantee" Claim?
    To get the best price guarantee, please collect the following information and send it to us using the template below:
  • Book It Please Booking ID.
  • The name of the hotel, city and country
  • Arrival date, number of nights and type of room
  • The address of the website where you found the better rate
  • Details about the rate including terms, i.e. Room Only, Breakfast included, payment terms and cancellation policy
  • Up to three screenshots showing room availability, room type, promotion type and room rate for the required dates of your stay.
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