BooknTravel

Frequently Asked Questions

1. Making Booking

Q. Can I book a room or rooms for a group of people?

=> You can book up to 5 rooms online. Go to Smart Holidays and enter your travel criteria in the "search for hotels" box.

Q. Can I book an accommodation for day use?

=> No, bookings are for one-night minimum stays only. We currently do not support booking of hotel facilities or meeting rooms, conference rooms, business centers or any other facilities.

2. Confirmation

Q. How do I know if my reservation is confirmed?

=> As soon as you have completed the booking process, you will receive Smart Holidays ID number as confirmation. We will also send you a confirmation email and voucher with all your booking information.

3. Pricing

Q. What is included in the room price?

=> All facilities listed under the room type are included in the room price. You can see if breakfast or taxes and such are included. This information will also be in your confirmation email and voucher.

Q. How do I know the price of my booking?

=> Once you have entered the dates of your stay, the available accommodation types are listed, with the rates clearly displayed next to them. You might see that the same accommodation type has a different rate based on different conditions, such as occupancy or inclusions or booking conditions.

Q. Are taxes included in the price?

=> You will see the total inclusive price prior to confirming your booking. Display settings may vary, but this will at the latest show on the final booking page. This information will also be in your confirmation email and voucher.

Q. Is breakfast included in the price?

=> That depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. This information will also be included in your confirmation email.

Q. Do I pay the full price for my children?

=> That depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. This information will also be included in your confirmation email.

4. Searching

Q. Can I search by price?

=> Yes! Search as usual for a destination with your travel dates. Once you have your search results, sort the results by 'price'.

5. Rooms

Q. How do I find out the number of bedrooms in an apartment/suite?

=> The number of bedrooms should be clearly stated in the room description. If you have already made your reservation you can contact the hotel directly with the contact details provided in your confirmation email or voucher.

Q. We have children; can we get extra beds/cots in the room?

=> Information regarding children and extra beds/cots is located under ‘hotel policies’, please take note of the following: Added costs for children, if any, are not included in the reservation price. We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email. If you've already booked your room, you can always contact us and we will place the request and check the availability of the extra bed/baby cot for you.

Q. What's the difference between a 'double' room and a 'twin' room?

=> A double room has one double bed and a twin room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. Please be advised that bedding preference is always subject to availability at the hotel.

Q. What is a "non-refundable" or "free cancellation" room type?

=> Every room has a different policy set by the hotel. A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your booking confirmation e-mail and voucher. Free cancellation means you can change or cancel your booking free of penalties if done within a time period set by the hotel. This is mentioned in the room conditions and in your confirmation (for example "cancel within 2 weeks of booking" or "cancel before dd/mm/yy hh:mm").

Q. Can I request an extra bed in my room and will there be extra costs?

=> Information regarding extra beds is located under ‘hotel policies’, please take note of the following: Added costs, if any, are not included in the reservation price. We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel's contact information in your confirmation email. If you've already booked your room, you can always contact us and we will place the request and check the availability of the extra bed.

Q. Can more than two adults stay in one room?

=> Information regarding extra beds is located under ‘hotel policies’, please take note of the following: Added costs, if any, are not included in the reservation price. We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel's contact information in your confirmation email. If you've already booked your room, you can always contact us and we will place the request and check the availability of the extra bed.

6. Facilities

Q. Can the hotel store my luggage before check-in or after check-out?

=> If the hotel has a luggage storage facility it will be displayed on the hotel’s page under "hotel facilities". For more information regarding the hotel’s facilities on luggage storage please contact the hotel directly.

7. Special Requests

Q. Where can I find the contact information for the property?

=> If you have a question for a property before you book, please see the information under the policies and facilities of that property on our website. If you do not find your answer there, please contact us , and we will be happy to assist you.

Q. How can I make a special request? For example: a room with sea view, twin beds, room on a certain floor?

=> Please contact us and we will then forward this request to the accommodation along with your booking details. Please note, the acceptance of this request is at the sole discretion of the accommodation, based on availability.

Q. How do I know if my reservation is confirmed?

=> As soon as you have completed the booking process, the confirmation page appears. This page shows all your reservation details, including Smart Holidays ID. We also send you a confirmation email and voucher with all your booking information.

Q. I have booked a hotel but I did not receive a confirmation by email. What do I have to do?

=> Please check your inbox and the spam/junk folders carefully of the email address you provided when making the booking. If you still cannot locate your confirmation email, please contact us and we will gladly help you out.

8. Cancellations and changes

Q. How can I cancel or change my reservation on Smart Holidays?

=> You can Contact us and we will be happy to assist you. Please remember to check the hotel’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room-specific cancellation information is included beside the room type under the ‘cancellation policy’.

Q. Is my room refundable?

=> Most hotel rooms are fully refundable if you cancel before the hotel's cancellation deadline, which varies across accommodations. Some hotel rooms are non-refundable. If you cancel a non-refundable accommodation booking, or cancel your booking after the accommodation's cancellation deadline, you are not eligible for a refund, regardless of the payment method used.

Q. How long does it take to process this refund?

=> We usually process the refund within 4 working days from the cancellation request. However, it may take longer to reflect in your account statement as this depends on your bank. We’ve noticed that it takes about 15-20 working days at the latest for most refunds to be transferred back to their respective accounts. If you still haven't received your refund, please contact our Customer support team and they will be happy to assist you.

9. Directions

Q. Where can I find the address of the hotel?

=> You can see the hotel’s address at the top of the hotel’s page on Smart Holidays's website. It is also included a map for the hotel location.

10. Card Usage

Q. The accommodation has charged my credit card. What should I do?

=> If you feel you have been charged in error, our customer support team will find the best possible solution for you. Please contact us with your Smart Holidays ID and details of the charge made, and we will be happy to assist you.

Q. Can I make a reservation for myself using someone else's credit card?

=> Yes, you can but only if you have permission from the card holder. The accommodation may require authorization from the card holder. Please also note that in the case of a 'no-show' or late cancellation, any penalties will be charged to the card provided.

Q. Can I pay for my stay at the hotel with a different credit card than the one used to make the reservation?

=> In most cases, the hotel will accept payment for the stay on a different card or in cash. Please ensure that the new card or cash is accepted by the hotel.