From our experience we know that you may have a few questions when making a reservation. We have therefore created a list of Frequently Asked Questions (FAQ) to help you.
If you cannot find the answer to your question below, please Contact Us.
Q.1 How do I amend or cancel my reservation?
A. If you need to cancel or amend your booking this can be done directly online from the My Bookings section or you can Contact Us in writing.
Amendments and cancellations must not be made directly with the hotel.
For a description of possible cancellation and amendment fees please read our Terms and Conditions. Any special conditions outside our usual terms will be stated at the time of booking.
Q.2. How can I see how much a hotel room costs?
A. Once you have entered the dates of your stay and clicked search, the total rate for the searched criteria will be displayed next to the choices of available room types for each available hotel.
Q.3 What does the price include?
A. All prices quoted are for the total rate of the entire stay and include the total amount of rooms added in your searched criteria. The rate includes breakfast where stated. Please note that some hotels may also charge local or city taxes, payable upon check-in, which may not be included in the payment you have made to us. We will endeavour to inform you of any additional charges that may apply wherever possible.
Q.4. We have children; can we get extra beds/cots in the room?
A. When you add your search criteria you will be able to add children and their ages to the room. Infants can be added as age 0. You will receive results for rooms that fit all amount of people added to the room search.
If you have already booked your room, please send us an email to see if it is possible to put an extra bed in the room for an extra charge. We will find out the possibilities and get back to you.
Many times the hotels may add an extra cot in the room. If you require this please contact one of our travel consultants who will be happy to arrange this for you.
Q.5 I am unable to access my account. Can you help?
A. Please Contact Us by email or phone and a travel consultant will be able to help you.
Q.6. When I tried to book I received an error message.
A. Please refresh the page and try again. Should the problem persist, please email us on firstname.lastname@example.org
Q.7. How do I know if my hotel reservation is confirmed?
A. Once confirmed you will be notified by email and your account on the HotelPronto web site will update automatically. You do not have to re-confirm the booking with the hotel. HotelPronto handles all aspects of your reservation including re-confirming reservations.
Q.8. I have phoned my hotel and they have no record of my reservation.
A. We book rooms out of a guaranteed allocation of rooms, but sometimes only send through the list of guest names to the hotel 48 hours prior to arrival. So, please do not worry if the hotel does not have a record of your reservation – once you have booked with us your room is guaranteed.
Q.9. I am entering my credit card details, when will my card be charged?
A. At HotelPronto rooms are always prepaid and the payment is withdrawn from your card at the time of booking. A booking is confirmed when the payment has gone through. You will then receive an email voucher to present at the reception of the hotel, which states that the room is prepaid. You will not be charged at the hotel, except for extras.
Q.10. How safe are my Credit Card Details?
A. Completely. We use the latest in secure technology when you provide us with your personal details and credit card information. The technology used is SSL (Secure Sockets Layer) which is encryption technology recognised worldwide, so you can feel safe entering your details on the HotelPronto website.
Q.11. Where can I find the address and telephone number of the hotel?
A. The address will show on each hotel’s description page. The address and telephone number will also show on the voucher and confirmation email sent to you when a booking has been confirmed.
Q.12. I am at the hotel and the hotel says they cannot find my booking. What do I do?
A. When you book a room with HotelPronto the room is guaranteed. The hotel will have all information they need on the email voucher, which you received at the time of booking, and needs to be presented to the reception at arrival to the hotel. It rarely happens that a hotel can not find a booking in the system at the time of check in. If this situation still occurs all you need to do is to Contact Us straight away and leave it with one of our travel consultants to make sure you are checked in as planned.
If you arrive at the hotel outside our call centre opening hours, please check in as usual and send us an email ready for the next morning opening hour, or Contact Us as soon as the office opens. We will make sure that your card is not charged at the hotel.
Q.13 What are Day Use rooms?
A. In some destinations, we offer “Day use” rooms. These rooms will be identified by the phrase “Day use” as part of the room type description. The times that the room may be used will also be displayed here and as an errata message during the booking path. These rooms are not valid for an overnight stay and in case of a late check-out a supplementary overnight accommodation shall be charged directly by the hotel. For more information regarding day use rooms please contact the Reservations or Sales teams.