Customer Service

While a valid credit card is needed to make a booking at a hotel, you can make a reservation using another person’s card if you have the cardholder’s permission.

In this case you should enter the cardholder's details and state they have given you permission to make the reservation using their card alongside your booking information.

Your credit card details are requested to confirm and guarantee your reservation at a hotel.

We don’t charge your credit card. Card details may also be used to guard the hotel against a late cancellation or a no show, so it pays to check the hotel’s policies.

Your credit card details are encrypted and sent directly to the hotel.

Some hotels may pre-authorize your credit card to check its validity and liquidity, but any charges are usually reversed after this check has been completed.

Booked.net does not charge your credit card. However, sometimes hotels pre-authorize your credit card before your arrival. Check the booking conditions in your confirmation e-mail in case the charge was part of the hotel’s reservation policy.

If you think the charge has been made incorrectly contact your bank and check whether it is a pre-authorization or contact the hotel that charged your card.

The hotel takes payment according to the conditions stated in the “Available rooms” section after you have entered booking dates and in your confirmation email. Some hotels reserve the right to pre-authorize your credit card before your arrival, while most take payment when you check-out.

Yes, but it depends on the hotel’s policies. There are two ways:

Firstly, choose a non-refundable rate. The amount can be charged after you have made a reservation and before your check-in date. Please check your credit card before your trip.

Second, after you make a flexible reservation you can contact the hotel and ask you be sent a credit card authorization form. You will fill in all necessary details and send it back to the hotel. The hotel will charge your credit card.

After you have made your reservation, you will see the confirmation page. This page displays a booking number and a PIN code on screen. This means your reservation is confirmed by the hotel and can be double-checked on the Booked.net “My Bookings” page.

We will also send the confirmation code, PIN and your reservation details to you via a confirmation e-mail.

Please check whether you have entered your correct e-mail address.

Then, check both your inbox and spam/junk folder for the confirmation e-mail in case your e-mail the details were marked as spam or junk.

You can also log in to “My Bookings” with your booking number and PIN code which you could see once you have finished your reservation and check your confirmation there.

Booked.net cares about your security. We use the latest security-technology, namely:

• Our server uses a "Secure Socket Layer" (SSL), which is the industry-standard technology for online business;
• SSL certification - issued by Thawte.

Yes, generally hotels do accept another credit cards or cash, but to make sure please contact the hotel directly.

A general cancellation policy is written on the hotel's page on Booked.net. You can check the cancellation policy of a particular hotel after you entered your dates and clicked on “free cancellation” under the line “Conditions”.

During reservation you can request parking, check “Facilities” for the price of parking. Alternatively, after you have completed a reservation, you can contact the hotel directly to reserve a parking space.

Once you have made your reservation you can arrange an airport transfer directly with the hotel. The hotel’s contact information is listed in your booking confirmation. Note: Not all hotels provide an airport shuttle.

To see the check-in time as well as check-out times, please refer to the “Hotel Policies” section, where you will find the information you need.

It depends on the hotel and the hours the check-in is staffed. That information can be found in the section “Additional information”. Alternatively you can contact us and ask about late or early check-in.

You can find this information on the hotel’s page within the description or listed in “Hotel Policies” or “Hotel Facilities”. Or contact us to be sure.

Information about baby cots can be found in “Hotel Policies” on the hotel’s page. If you cannot find it, you can request this information by contacting us or the hotel directly.

The possibility to cancel or modify depends on the conditions of your reservation.

Flexible bookings can be canceled or modified for free according to the hotel cancellation policy. Usually deposit bookings cannot be changed or canceled. You can check exact cancellation policy after you click on “Book Now”. If something major happens and you want to cancel, we can attempt to get a free cancellation depending on your circumstances – but this is not guaranteed.

You can do it online, in the top right of the Booked.net pages will find “My Bookings”, enter your booking number and PIN code, choose “Cancel Order” and continue your cancellation indicating a reason.

NOTE: If you choose to cancel be aware of hotel cancellation policies. You can also contact us or the hotel directly – contact details can be found in your confirmation email.

After you cancel your reservation you will see a cancellation notification displayed on your monitor.

You will also have a cancellation confirmation sent to your e-mail address.

You see will the general cancellation policy on the hotel’s page on Booked.net. A more detailed cancellation policy can be found after clicking on “Book Now”.

We connect directly to hotel reservation databases, this means your booking can be completed immediately. Once you have finished the reservation process will see a confirmation page containing your booking number and a PIN code on screen. This means your reservation is confirmed. You can double-check it on the Booked.net “My Bookings” page.

We will also send the confirmation code, PIN and your booking number to you via confirmation e-mail.

For visa support, once you have completed a booking, we will send a request to the hotel and a booking confirmation e-mail will be sent to the e-mail address you provided. This process takes one to three days.

Please check whether you have entered your correct e-mail address.

Then, check both your inbox and spam/junk folder for the confirmation e-mail in case your e-mail the details were marked as spam or junk.

You can also log in to “My Bookings” with your booking number and PIN code which were provided when you completed your reservation and check your confirmation there.

“My Bookings” is an option that allows you to view, print or cancel your reservation. You can find it on Booked.net’s homepage at the top right of the screen. To view the reservation you need to enter your booking number and PIN code.

Your PIN code is generated when you make a booking and consists of 3-4 digits. It allows you to log in to “My Bookings”.

A double room is a room with one double bed, while a twin room is a room with two single beds.

Bed sizes vary considerably around the world, with most countries having their own standards and terminology.

Queen beds are 1.52m wide by approximately 2m long – 15cm wider and 12cm longer than a double mattress. King beds are 1.9m wide by approximately 2.03m long – about 38cm wider than a queen. California King beds or Western King beds are 30cm wider than a Queen and 10cm longer.

A double/full bed is 1.37m × 1.91m in North America, 1.37m x 1.87m in Australia, 1.35m × 1.90m in UK/Ireland, 1.4m × 2m in Continental Europe and Latin America and 1.4m × 1.95m in Japan.

A Queen Bed, known as King in UK/Ireland and Wide Double in Japan is 1.52m × 2.03m in both North America and Australia, 1.5m × 2m in UK/Ireland, 1.6m × 2m in Continental Europe and Latin America and 1.54m × 1.95m in Japan.

The North American Olympic Queen, known as a Queen in Japan is 1.68m × 2.03m and 1.7m × 1.95m in each country respectively.

The King or Super King in UK/Ireland measures 1.93m × 2.03m in North America, 1.83m × 2.03m in Australia, 1.83m × 1.98m in UK/Ireland, 1.90m × 2m in Continental Europe and Latin America and 1.94 m × 1.95m in Japan.

The California King in North America measures 1.83m × 2.13m while in Japan it is known as the King Long - 1.94m × 2.05m.

Check the “Children and Extra Beds” section on the hotel's page to make sure that this hotel provides baby cots or cribs. To order a baby cot, please leave a comment about it during the booking process. Also you can contact a hotel directly after you make your reservation.

It depends on your room type. You can find this information on the hotel's page on Booked.net in the “Children and Extra Beds” section. If you are unsure, we advise you to contact the hotel directly to get this information.

Once you have entered your dates and the number of nights in a particular hotel, the availability of rooms will be shown immediately.

We have the same information as you can see online, but we can help you to find another hotel.

Booked.net offers various search methods through its hotel database.

You can search a hotel by price, country or by a particular city and landmark.

You can also search for a hotel by specific facilities, like swimming pool or rooms for people with disabilities.

Yes, you can easily find a family room.

Once you have chosen your destination and dates, select the “Traveling with Children” box and then select the number of children you're traveling with.

We will only show hotels with family rooms available.

After you have entered your dates, you will see the prices displayed alongside the available rooms.

When you have completed the reservation process, you will receive a confirmation e-mail with the hotel's direct contact details.

There are several ways to search hotels near a particular landmark:
Enter a landmark in the search field on the home page of Booked.net and you will see all available hotels nearby listed. Or go to the list of hotels in your destination city.

When you have entered a destination and chosen your dates on our home page, you will see the “Location” section. Use it to choose any appropriate landmark to see all available hotels nearby.

Yes, it is possible. When you entered a destination and chose your dates on our home page, you will see the “Hotel Facilities” section. Select “Rooms/facilities for People with Disabilities”.

You will see all available hotels with this facility.

Booked.net always shows you the price for the room.

We try to show you the total price for the room. That price includes the facilities listed under the room type. Near each room type you can see all facilities available listed. You can also check if breakfast and taxes are included or not in the room rate section. If breakfast is not included in the room rate, prices may be listed in the “Eat” section on the hotel’s page.

In the “Room rates” of a selected hotel you can see if breakfast is included in the room price.

Or, you can refer to the “Eat” section on a hotel's page. You can also check the dining options of a particular hotel after you select dates and clicked on “free cancellation” under the line “Conditions”.

Yes, generally hotels do accept another credit cards or cash, but to make sure please contact the hotel directly.

Yes, there are two ways:
By selecting a non-refundable rate. The amount can be charged after you make a reservation or before your check-in date. Please check your credit card before your trip.

Alternatively, after you make a flexible reservation you can contact the hotel and ask to be sent a credit card authorization form. You will fill in all necessary details and send it back to the hotel. They will then charge your credit card.

Hotels can charge you in advance if you request it. If your booking was made by deposit conditions, a hotel can charge your credit card for the whole stay.

Even if you make a booking with flexible conditions, you can request a credit card authorization form. After you send this form back to the hotel, your credit card will be charged for the whole stay.

We are committed to offering you the lowest rates.

If you find the same hotel room, with the same booking conditions at a lower price within 24 hours of booking - we will offer you the same price.

Yes, you can book a room using someone else’s credit card, but you need the cardholder’s permission.

In this case you should enter the card holder's details in the credit card section alongside your guest name and booking information, make sure you say you have permission to make the reservation using their card.

In general, all hotels accept MasterCard, Visa and American Express. However, a lot of hotels do accept other types of credit cards, such as Diners Club, Discover Card, Entrust Bankcard and Japan Credit Bureau; hotels are also increasingly accepting debit cards. Check please the hotel’s page or/and “Credit cards” section.

Increasingly hotels are accepting debit cards to guarantee bookings. However, there are exceptions.

Our advice is to check the hotel’s page and try to complete the reservation using your debit card and see if your card is accepted or not.

If your card isn’t accepted try the following steps:

• Re-read the booking policy.
• Contact your bank.
• Contact the hotel.
• Or contact our customer service team.

Please check with your bank that it is not a pre-authorization. Also check the payment conditions in your confirmation e-mail in case the charge was part of the hotel’s reservation policy.

If you believe the charge was made in error either, contact your bank, or the hotel.

Pre-authorization is a transaction made to check the validity and liquidity of your credit card.

It can “block” an amount from one night to the entire cost of a reservation. It is a precaution taken in case of no show or late cancellation. The amount will be “unblocked” within one or two weeks after your check-out or cancellation.

Some hotels may charge prepayments to your credit card. It depends on the hotel. You can check the prepayment conditions of a particular hotel after you select dates and click on “free cancellation” under the line “Conditions”.

The amount can be pre-authorized after you have made a reservation and before your check-in date. Please check your credit card before your trip.

Note, in some cases, hotels can charge for the whole price from your credit card.

If you see tax expenses listed separately in your confirmation, it means they are not added to your total price.

The address of the hotel is written on its page. Check the “Location” section to view the map and see where the hotel is in relation to major landmarks.

Most hotels place directions in the description. If you cannot find the directions online, you can contact us or the hotel by phone or e-mail.