1. How do I make a reservation?
Our reservation process is very simple and allows you to book real time
availability. Select or enter the desired city, or
airport code, your arrival and departure date and
the number of adults. Click Search Available Hotels
and a choice of hotels will be displayed on screen
showing star rating; prices from; and a short
description. To get more information on any hotel
click on Hotel Info button. Photos, information,
location, amenities will display. When you have
selected your desired hotel and room type, the Book
it! button will take you to a Secure Reservation
Form. You must review your reservation and complete
the required field. Please ensure you have entered
your contact information correctly. When all
information is complete, press the "Reserve my hotel
now" button once and your reservation will be
processed instantly.
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2. Can I make the reservation by
phone?
Yes you can make a reservation by phone with the
assistance of a member of our Reservations Team on
the following numbers.
A nominal telesales booking fee will be charged for
making a reservation by phone. The Telesales booking
fee amount will be quoted to you at the time of
booking.
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3. Do I have a PREPAID
RESERVATION or a DIRECT HOTEL BOOKINGS reservation?
The vast majority of our Hotel rates are PREPAID
RESERVATIONS. Where we are sold out of rooms for a
particular location and date, we offer our clients
DIRECT HOTEL BOOKINGS. DIRECT HOTEL BOOKINGS are not
normally prepaid unless otherwise stated. DIRECT
HOTEL BOOKINGS are rooms that only Travel Agents can
normally access.
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4. How do I know which type of
booking I have?
PREPAID RESERVATIONS will display the price of
the room on the first page you see after you enter
your search details and click on the 'SEARCH
AVAILABLE HOTELS' button.
DIRECT HOTEL BOOKINGS will not show the price until
you click on the 'check prices' link. After I Have
Booked For DIRECT HOTEL BOOKINGS the email
confirmation you receive will clearly state DIRECT
HOTEL BOOKINGS.
PREPAID RESERVATIONS the email confirmation you
receive will clearly state that the booking is a
prepaid booking. On The Reservation Form of a Direct
Hotel Booking At the top of the page you will see
'Plus Non-Refundable Handling Charge' this denotes a
DIRECT HOTEL BOOKINGS reservation. The cancellation
policy will display in red at the bottom of the
page. For example: Cancel by 3pm 14 days prior to
arrival.
FAQ's for PREPAID RESERVATIONS No.'s 5-15
apply to PREPAID reservations ONLY
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5. What is a pre-paid hotel
reservation?
Pre-payment from guests allows hotels to give the
guest greater discounts; up to 50% or more off the
hotel retail price. Your entire hotel stay is
charged to your credit card at the time of the
booking.
All you do is arrive at the hotel and enjoy your
stay. However, hotels collect payment for
incidentals such as meals, room service, movies,
parking and phone calls. Cancellation terms and fees
apply to pre-paid bookings.
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6. Why should I prepay for my
hotel stay?
Prepaying for your hotel room assures you of the
greatest discount rate.
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7. How are hotels able to offer
deeply discounted rates online?
Prepayment saves hotels the costs associated with
billing and accounting. These savings are passed to
the consumer as discounted rates for hotel rooms.
Reserving rooms online costs less than calling
hotels directly and booking a room with an operator
or travel agent. Simply stated, booking a room
online is a less expensive way to sell the room.
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8.What happens if I cut my stay
short?
There are no refunds for cutting your hotel stay
short unless you make the change with us before the
cancellation/Amendment period expires . To reduce
the number of nights booked please contact
customerservice@cityhotelsonline.com . If you are
due to arrive within 48 hours , you need to call our
reservations team to amend the reservation:
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9. How is my reservation
confirmed?
When you press the button saying "Reserve my
hotel now" button, an automated technical chain of
events is triggered. The room(s) is taken from
allocation on our availability database; the hotel
is faxed with your reservation; you are sent a
confirmation email and your credit card is debited -
all within seconds of making the reservation. You
will then receive email confirmation of your
reservation.
Please do NOT contact the hotel directly as your
room has been reserved through cityhotelsonline.com
and many hotels only update guest details a few days
prior to arrival.
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10. Will the hotel confirm to me
directly?
No. You will receive email confirmation on
completion of your reservation This confirmation is
from cityhotelsonline.com . If you have any concerns
regarding your reservation please contact
customerservice@cityhotelsonline.com or
you can call our:
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11. What can I do if the hotel
are charging me for my reservation?
Please call the emergency number on your
confirmation e-mail, and one of our Customer Service
Agents will assist you. or you can call our:
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12. What can I do if the hotel
has already charged me?
If you have prepaid CnG for this reservation
please e-mail
customerservice@cityhotelsonline.com and
our Customer Service Team will assist you with your
query. Proof of payment at the hotel will be
required.
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13.What is the cancellation
policy?
Cancellations must be made through the website-www.cityhotelsonline.com
prior to the cancellation time frame
stated on your voucher. A cancellation number must
be obtained when a booking is cancelled. It is not
sufficent to contact the hotel as this is not a
considered a valid cancellation and full payment is
applied. A cancellation number must be obtained when
a booking is cancelled. All cancellations and
changes made to your reservation after the
cancellation/change indicated on your voucher means
that your payment will not be refunded.
Cancellations/changes made directly to the hotel are
not valid and full payment is applied.
Please note-
For non prepaid reservations please see No. 19 on
the Cancellation policy for DIRECT
HOTEL BOOKINGS
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14.How are cancellation refunds
made?
Any refund due will be credited directly to the
credit card that was used to pay for the booking.
The refund is immediately issued by
cityhotelsonline.com and should appear in your
credit card account within 10 working days
(Processing time at your credit card company can
result in additional delays). If for any reason a
manual refund is needed then you will be required to
provide credit card details as due to the secure
nature of our site we do not have access to this
information.
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15. What if I am not happy with
my hotel room when I arrive?
If you are not happy with the hotel room or
facilities please bring this to the attention of the
hotel management as early as possible during your
stay. If you are not satisfied with management's
response please call the emergency number printed on
your email confirmation. In the unlikely
circumstances that you are not happy after that, you
must notify CnG in writing within 30 days of your
departure from the hotel.
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16.When do I pay for my DIRECT
HOTEL BOOKINGS?
With most DIRECT HOTEL BOOKINGS payment is made
on check out. A minority will charge a non
refundable deposit and an even smaller number will
charge in full at the time of booking. If payment is
not being made on check out then this will be
clearly indicated by the cancellation policy (see
Q18 for further details).
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17.What is the handling fee?
The handling fee is a non-refundable one time
charge by cityhotelsonline.com that applies to
all DIRECT HOTEL BOOKINGS. It is a $20. USD (or
local equivalent) fee that is charged to your credit
card at the time of booking
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18.Why are there two charges on
my credit card for my DIRECT HOTEL BOOKING?
cityhotelsonline.com charges your credit
card for the handling fee. The Hotel is responsible
for all other charges to your credit card in
relation to your reservation. Any questions or
queries about charges other than the handling fee
should be directed to the hotel.
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19.What is the cancellation
policy for DIRECT HOTEL BOOKINGS?
The cancellation policy for DIRECT HOTEL BOOKINGS
is determined by the hotel and cityhotelsonline.com
has no control over that policy. On The Reservation
Form the cancellation policy will display in red at
the bottom of the page. Completing the form and
booking the reservation means you accept and agree
to the cancellation policy. For example: Cancel by
3pm 14 days prior to arrival
The cancellation policy is also included in your
email confirmation. If you cancel your DIRECT HOTELS
BOOKING your booking will be cancelled but charges
may still apply in accordance with the cancellation
policy of the booking.
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20 What if I want to change my
DIRECT HOTEL BOOKING to add or reduce the number of
nights I have booked?
We advise contacting the hotel directly to
request any changes to your booking. You can also
contact cityhotelsonline.com to request
changes. cityhotelsonline.com will charge a
$20 USD amendment fee.
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GENERAL FAQs applies to both DIRECT HOTEL
BOOKINGS and PREPAID RESERVATIONS
21.What happens to my personal
information?
This information is collected within a secure
environment and is necessary in order to process
your hotel reservation. Your name, email address,
physical address, phone and fax number, and credit
card number are necessary to ensure we are able to
make and confirm your reservation. We do not share
this personal information with outside parties
except as necessary to complete your hotel
reservation.
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22.What if I am not happy with my
hotel room when I arrive?
If you are not happy with the hotel room or
facilities please bring this to the attention of the
hotel management as early as possible during your
stay. As the hotel charges your credit card directly
for your booking all complaints should be directed
to the Hotel management. In the unusual instance
that the Hotel management do not address your
complaint to your satisfaction please contact
Customer Service at
customerservice@cityhotelsonline.com with
a detailed account of your complaint
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23.What happens if I do not
receive an e-mail confirmation?
Please contact Customer Service at
customerservice@cityhotelsonline.com or
call our :
24/7 Reservations Center on:
UK 0871 871 8007
USA 1877 209 8635
Other +353 21 4518993
And we can resend your e-mail confirmation.
Please quote your Itinerary number when requesting
this.
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24.What will I need to check-in?
Please print your e-mail confirmation, as
the hotel will require you to provide this at check
in. Upon arrival at the hotel, you will need to
present a valid photo I.D. for check-in. This
confirms that your reservation is prepaid and will
help to avoid delays at check-in. You will also need
a valid credit card to pay for incidental charges,
such as telephone calls, parking and room service.
Some smaller hotels will not insist upon a credit
card to check-in, please be aware if you do not
produce a valid credit card you will not be able to
charge items to your room.
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25.How do I add a night to my
reservation?
You can make a new booking for that additional
night simply inform reception of the additional
booking when you check in. If this is not possible
send your request to
customerservice@cityhotelsonline.com
Or call our 24/7 Reservations Center on
UK 0871 871 8007
USA 1877 209 8635
Other +353 21 4518993
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26.Is it safe to use my credit
card?
Yes it is perfectly safe to use your credit card
- cityhotelsonline.com uses secure socket
layers, encryption techniques and firewalls to
safeguard all of your personal information.
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27.What credit cards are
accepted?
We accept payment by Visa, MasterCard, Diners and
American Express. American Express can only be used
by American and EU Residents.
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28.Why is the price different to
when I last checked?
Prices are subject to currency fluctuations and
therefore there may be slight variations in price on
a daily basis that will reflect any movement in the
currency exchange levels. Once a booking has been
made the currency exchange rate for that booking is
fixed at the rate at booking creation date. Hotels
can increase or decrease the selling price of hotel
rooms. Prices can change on a daily basis. When you
make a reservation the price is guaranteed at the
rate, which is on your booking form and your e-mail
confirmation.
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29. Is breakfast included?
Most of our discounted rates do not include
breakfast. Each property states what is included in
the price.
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30. Is the room rate per person
or per night?
The rate is always displayed by room per night.
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31. Will the hotel have ensuite
facilities?
All of our properties are fully equipped with
ensuite facilities unless otherwise specified.
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32.Can there be more than two
adults in the room?
Most hotels have a limit as to how many people
stay in a room so please ensure your reservation
correctly reflects the number of people staying. If
you require extra people to stay in the room please
contact CnG Customer Service at
customerservice@cityhotelsonline.com or call
our:
24/7 Reservations Center :
UK 0871 871 8007
USA 1877 209 8635
Other +353 21 4518993
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33. What is the standard hotel
child policy?
Child policies vary with every hotel, city and
country. Our rates are based on the number of people
sharing a room. If you are travelling with 2 adults
and 2 children, your search must be for 4 people.
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34. How can I get a price for
children?
Please e-mail Customer Service at
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35. How do I request a cot or a
rollaway bed?
If you require a cot or a rollaway bed please
contact our Customer Service department prior to
making the reservation
customerservice@cityhotelsonline.com
Or call our 24/7 Reservations Center on
UK 0871 871 8007
USA 1877 209 8635
Other +353 21 4518993
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36. What types of rooms are
available?
In Europe the following normally applies:
Single room: Standard room with 1 single bed for 1
person.
Double room: Standard room with 1 double bed for 2
people.
Twin room: Standard room with 2 single beds for 2
people.
Triple room: Standard room, which sleeps 3 people.
This may consist of either a twin or double with and
extra single bed which may be a rollaway.
In North America the following normally applies:
Single room: Standard room with 1 bed for 1 person.
Double room: Standard room may contain 1 large bed
for 2 people. Twin room: Standard room for 2 people,
this may have 1 or 2 beds. Triple room: Standard
room, which sleeps 3 people. This may consist of
either a twin or double with and extra single bed
which may be a rollaway. Quad room: Standard room
with beds to sleep 4 people This may contain two
double beds or one double and two single beds.
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37. What type of facilities are
available?
Hotel facilities are described in the Hotel Info
section together with specific information on
services.
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38. What are the directions to
the hotel?
These may be contained in the Hotel Information
page - generally the area is defined and distance
from airport/city center specified. Alternatively,
contact the hotel directly on the number stated on
your email confirmation.
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39. How many kilometres in a
mile?
1.6 kilometres is equivalent to 1 mile.
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40. Is there a shuttle bus?
Many hotels offer shuttle bus service to/from the
airport. This will be detailed on the Hotel
Information page. If this service is offered, there
is usually a charge payable directly on the bus.
Alternatively, contact the hotel directly on the
number stated on your email confirmation.
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41. What happens if the hotel
cannot fulfil our reservation?
cityhotelsonline.com reserves the right to
change your hotel reservation to a hotel of a
similar standard. No compensation is payable for
such changes. In extreme circumstances
cityhotelsonline.com may be forced to cancel
your reservation. In this situation we will notify
you immediately. A full refund will be made and CnG
will not be under any further liability to pay any
additional charges or costs incurred. The maximum
refund given will not be greater than the amount
paid for the booking.
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42. What do I do if I experience
technical issues?
If you experience any technical difficulties
please contact us straight away at
itsupport@cityhotelsonline.com
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43. Who do I contact if I need
help?
Email:
customerservice@cityhotelsonline.com
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