- Hotels and Rates
- Checking In
- Checking Out
- Cancellations/Amendments
- Privacy and Security
- After I return home
- Additional Questions
How do I find a hotel?
Use the 'hotel search' link to select your hotel from our database of more than 34,000 hotels. If you know the name of the hotel this will speed up the search otherwise you can leave this field blank and enter the city and country only. Next, enter your dates, number of adults and rooms then click the search button and our booking engine will return a list of hotels for you to choose from.
Some hotels will have 'rooms available' in the top right of the screen.
This means that based on the dates you entered you can proceed straight
to the 'book now' button. Other hotels will have 'check availability'
instead. This means you need to take an extra step and 'check availability'
entering your dates again.
The reason for this is some hotels will keep our database constantly updated
with their availability and others we need to send a message to their
system each time we have a request.
When I search for a hotel, all hotels show "Unavailable". Why is that?
The hotel is fully booked for at least one of the dates you selected. This usually occurs during peak season or special events eg. New Years Eve, local festivals or conventions.
How do I pay for my reservations with Hotelpoint and what happens after I have submitted my booking form?
Your credit card details are sent directly to the hotel at time of confirmation as a guarantee and you pay the hotel on check-out. Once you have completed the booking process, you will be given a confirmation number and this will be followed up by an email giving you all the information you need to present to the hotel upon check-in showing the rate you will be charged (please print this email confirmation and take with you).
Why will I get a better rate booking online?
Selling rooms online costs the hotels less money than selling through a retail travel agency and the savings are passed onto the customer.
Are taxes included?
Sometimes hotels do not include taxes and these will be outlined in the rules section.
Is breakfast included?
If the hotel rate includes breakfast it will state this in the rate information as well as your confirmation. Otherwise the rate will be room only.
What payment methods can I use?
MasterCard, Visa, American Express, Diners Club and Discover.
Is the room rate per person or per night?
All rates are based on single or double occupancy per room and are quoted on a nightly basis. Additional people, children, roll away beds and other items may incur additional charges upon check-in.
How can I find out extra information about the hotel?
Our database contains pictures and information about each property to assist you in selecting which hotel best meets your needs. All of this information is loaded into our database by the hotel themselves. Once your reservation is confirmed you will receive more contact details for the hotel to receive further information.
When I make a reservation is the confirmation number I receive from the hotel?
Our website links directly into the hotels computer reservation systems and you are issued with the hotel's central reservations confirmation number when you book a room. You can be confident that the hotel will have your confirmation number upon check-in.
I received my booking confirmation by email but when I telephoned the
Hotel directly to check on my reservation, the Hotel informed me they
were not holding a room for me. What do I do now?
Some of the Hotels featured on Hotelpoint, have allotted a number of rooms
to their head office central reservations department. The Central Reservations
department allocates your Name to these available rooms. Central Reservations
keep all your details on file, until they submit the full Name lists and
details of each booking, a set number of days before the check in date.
Please don't be alarmed if the Hotel does not have your booking details,
as they are on file, and will be submitted closer to your check in date.
If you have any queries regarding your booking, please contact our Customer
Service Department on: enquiries@hotelpoint.com
Do I need to submit personal information when making a booking?
You only need to enter credit card information, address and other personal information that is necessary to confirm the correct room type i.e number of people, bedding type etc.
Can I use redemption vouchers (i.e reward points) when booking a hotel?
We cannot accept redemption vouchers toward your reservation.
How can I request an early check-in or a late check-out?
If you want to request an early check-in or a late check-out, please include the information in the 'comments' section when filling out the reservation form.
Please note: Early check-in and late check-out are subject to the availability of the room and cannot be confirmed until the day of check-in or check-out. We can advise the hotel of your request, and they will try their best to accommodate your needs. If an early or late check-out is essential then you will need to contact the hotel directly to confirm availability and additional charges.
How do I retrieve my booking after it is made?
From the home page, click on 'my bookings' at the top of the screen. Fill in your email address that you made the booking with and your confirmation number that you received on your confirmation email (if you can't find your confirmation email then use the link to have it emailed to you again).
What are the booking terms and conditions?
Hotels have different booking conditions depending on the type of rate plan you have selected. These conditions including cancellation penalties are stated on your confirmation. As your credit details are given directly to the hotel at time of booking please check the 'rules' link to make sure you qualify for the selected rate and can adhere to the conditions before confirming a reservation.
Do you offer flights or car hire?
At present we only offer hotels and car hire.
Checking In
What will I need when I arrive at the hotel?
To check in at the hotel, you will need to present your confirmation email, photo ID and credit card (this is to pay for incidentals such as meals and beverages).
Checking Out
How do I check-out?
Your credit card details are sent directly to the hotel to guarantee your booking. Upon check-out you will need to settle the room rate, any taxes and incidentals.
Cancellations/Amendments
What if I need to cancel my booking?
You must cancel your bookings on this website. Cancellation policies vary from hotel to hotel and are stated under the rules section. Depending on how far in advance you cancel, your card may be debited for the equivalent of 1 night or whatever the hotels policy stated on your confirmation.
How do I change my dates?
You will need to make a new booking and cancel the original as the online system can't amend exisiting bookings. We recommend you check the availability for your new dates and make a new booking before cancelling your original booking. Please make sure you are aware of the cancellation policy of the hotel before doing so.
Privacy and Security
Will my personal information be shared or sold to third parties?
All information provided to us is secure and confidential. We do not share or sell your details to any third party. We will automatically include you in our monthly newsletter mailing list and if you do not wish to receive this then you can simply unsubscribe.
How can I be sure my credit card information is safe?
Whenever you use our services, you are automatically signed in securely unless you choose otherwise. All your transactions are protected by powerful Secure Sockets Layer (SSL) encryption technology and Private Communication Technology (PCT) Security standards supported by Microsoft Internet Explorer and other popular browsers.
SSL encrypts your credit card number, name, address, and telephone number before they travel over the Internet. This makes doing business over the Internet as secure as purchasing by telephone. SSL safe connection and secure transaction technology has effectively protected hundreds of thousands of Travelmall.com customers who have transmitted their credit card numbers online and made a purchase since we launched in June 1996.
We are also pledged to protect your personal information, following the standards set by Hotelpoint's Privacy Statement .
After I return home
What charges might be made to my credit card after I have stayed at the hotel?
You will have the cost of the room plus any additional taxes as outlined on your confirmation as well as incidentals. If you have any queries about your bill please contact our customer service centre.
Can I see my previous reservations?
On our home page click on 'my bookings' and you can view all your past reservations using any one of your confirmation numbers.
Additional Questions
What if I have questions that aren't answered here?
You can contact our customer service centre via email on: enquiries@hotelpoint.com and we will respond within 24hrs (for enquiries received Monday - Friday).