HotelsCombined Questions & Answers

Hi Anna, as Fred suggested (thanks Fred!) feel free to get in touch with us via email [email protected] and we will look into your request straight away. Thanks, Andrea -HotelsCombined.

Hello Claudette, our customer service team has been made aware of your question and they have emailed you directly with an answer and more information on your request. If you have any further questions you can get back to them at [email protected]. Have a great day!

Hello, please kindly note that HotelsCombined is simply a price comparison website, once you have chosen your deal on our site you are re-directed to one of our travel partners websites to finalise the deal. The best thing for you to do is to contact the company you booked with directly to cancel your booking. If you have any issues with this please feel free to contact us at [email protected] and we will assist you the best we can. If you are not sure who you booked with you can contact the hotel and ask.

Hello, sorry for the delay in response the person who manages this account has been away. I have checked with our customer service team and it would seem that they resolved the issue for you with the hotel already. I hope you enjoyed your stay, and we look forward to seeing you online again soon!

Hello Catherine, I have re-sent you the confirmation email to the one registered to the booking. Once you receive the email you can simply use the cancel button at the top of the confirmation to cancel free of charge any time before 27/7/2018. If you have not received it still please contact [email protected] and they will be able to cross reference your email to be sure it was typed correctly during the booking process and make sure you receive it to the correct email. I hope this helps! Have a great day!

Hello Taysser, I assume you are talking about the affiliation program and not the Hotelscombined website as we dont deal with any payments or bookings. Please feel free to email [email protected] with your issue and they will be able to pass you on to the correct contact to speak to. Have a great day!

Hello James, no worries if you could forward your booking confirmation email to [email protected] mentioning the dates you want to change to then the team will assist you in your request to modify your dates. I hope this helps and you have a great day!

Hello Jen, very sorry to hear of your negative experience with Zenith. We have actually disconnected them from our site due to these types of issues. Please can you send your booking confirmation and quick explanation of the issue to our customer service team at [email protected] and they will do their best to assist you in the return of your deposit. Kind regards.

Hello, thanks a lot for your message, I'm sorry for all the confusion and can understand how upsetting this situation might have been for you. Kindly note that when using our Book with Hotel option, the hotel is in charge of your booking and payments. You can cancel your reservation via your confirmation email, all you need to do Is click on the cancel link displayed in your voucher. Could you kindly get back to our customer service team with your booking number so they can resend you the confirmation email with the cancellation link. Rest assured that we will contact the J Hotel and remind them their obligations towards your booking. Have a lovely day ahead!

Hello Wim Roxs, please note that your booking should have been confirmed through Hotel Info so please can you email this information to our customer service team at [email protected] and they will escalate this immediately to Hotel Info to locate and confirm your booking. We apologise for the inconvenience and rest assured our customer service team will do everything they can to resolve this for you and get your booking confirmed. I will also inform them of your case in advance to speed up the process.

Hello Jim, thanks for your message! Generally speaking, all of our online travel partners work on a pre-pay basis, meaning you will be charged at the time of booking by credit or debit card only. The only exceptions would be if it clearly states 'pay later' in green under the room description or if you use the Revato Book direct Method when available (please look carefully at the conditions as some are pay on arrival and some pay now). If you cancel your reservation within the free time period you'll be reimbursed the amount charged into your financial details. Hope this helps, have a lovely day ahead!

Hello Corinne, thanks a lot for your message. More than happy to assist you with your request! It seems you have chosen our 'book direct' option (Revato). In this case, the hotel is directly in charge of your booking and payments and will take care of your requests with no intermediary. The easiest way to modify your booking is via your booking confirmation email, which we have re-sent to you. At the top/bottom, there is a tab that says 'Request a change' please click here to make any changes. Alternatively, you can contact the hotel directly using the contact details on the confirmation and make the changes over the phone/email. Rest assured that we have contacted the hotel and remind them their obligations towards your booking, they should get back to you very shortly. Hope this helps, have a lovely day!

Hello Nabil, thanks a lot for your message. At the moment, we don't have this feature available on our website as at HotelsCombined we simply compare hotel deals. Once you have found the best deal for you, you are redirected to the online travel partner's website and book with them directly & as a result, we don't store your booking or payment details. I suggest you to contact the travel partner you booked with as they will be the ones able to retrieve all your booking details. You will find their contact details on your booking confirmation email or here :

I hope this information helps, have a lovely day!

Hello! thanks a lot for your message. Please feel free to send an email to our team of experts at [email protected], you can expect an answer from them within 24 hours :) Have a lovely day!

Hi Bianca, excellent question! The booking you made with the online travel partner you preferred is kinda private between you and them and we do not have access to this information for your own privacy. Saying this, we might have a few tips for you: 1/ check your spams & junk inbox (we never know).. 2/ check your browser's history (the website appearing after ours should be the one you booked with).. 3/ if a payment has been made, their name should appear on your bank statement. Alternatively if none of these help, you can ask @Andrea over customerservice(at)hotelscombined(dot)com; she might be able to retrieve the online travel partner you booked with. This would be based on the email account you used; the booking confirmation would need to be asked to your online travel agency directly as we simply don't have access to it. Hope all this helps and that you will enjoy you stay! Safe travels and have fun!

Hi Ban, thanks for asking us. The room's name, price, availability and features is directly sent to us from our online travel partners including HappyRooms. When they mention information below their room offer such as 'free cancellation' this might include some conditions on your booking. In either case, if their answer does not convince you, we can look into this and escalate on your behalf if we find anything wrong. You can contact us anytime at customerservice(at)hotelscombined(dot)com but as we do not process bookings neither have access to your private information you will need to send us all details including booking voucher, previous conversations with HappyRooms and screenshots if available. Hope this helps a little & happy to assist anytime - talk to you soon!

Hi Wayne, a VAT number is normally an identifier used across many countries for valued added tax purposes. Without seeing the exact location or page you are on, it will be hard for us to give you a further answer on why it is appearing during your booking experience. We can look into into it thought; simply send us a screenshot & link if possible to customerservice(at)hotelscombined(dot)com and we will get back to you asap. Hope this helps, have a great one!

Hi yuyuc, thanks for asking us and coming to us. You've done all the right steps as only the hotelier is in charge when you use our 'book direct' option powered by Revato on our website. As the hotel is not answering you, we can help you further and will find your booking (tks to the reference provided) and get back to you in less than 24H via customerservice(at)hotelscombined(dot)com Please bear with us and rest assured that we are on it! Talk to you soon.

Hi Bill, thanks for asking. When booking via Revato (book direct platform), the hotelier is directly in charge of your booking. As this is a relatively new feature for some hoteliers, it might happen that some of their team members are not fully aware of this direct booking path. If you need more support, please feel free to send us your booking confirmation to customerservice[at]hotelscombined[dot]com and we will remind the hotelier his obligations for them to get back to you directly according to the terms and conditions of your booking. We sincerely hope this helps - Have a great week!