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Reservations & Cancellations
How do I book a room?
Find a room using the search tools on this site. See the Finding a Hotel guide for more information.
Once you have found a hotel that suits your needs and is available, please press the Book button. A booking form will appear over a secure connection and will ask you for some specific information, including your credit card details and email address. Complete the required fields and follow the instructions on the booking form to make an on-line booking. Your reservation will be confirmed on the page and via email and will include an All-Hotels booking reference number (7 digits, starts with a 2 or 3). Please remember to take a copy of the email confirmation to the hotel.
When do I pay?
For some hotels you pay when you book (the cost of your stay is deducted from your credit card shortly after you confirm your booking). For others, you pay at the hotel on departure, but your credit card details are still required at time of booking to guarantee your reservation.
Look out for information under the heading Payment Method as you go through the booking process. If it says "Guarantee Only" that means you pay at the hotel. The payment information is also contained under the Note to hoteliers heading in the Additional Information concerning your booking section of your booking voucher email.
You will also recieve an additional confirmation number from the hotel as well as the All-Hotels reference number (7 digits, starts with a 2 or 3). You will need the hotel's confirmation number when you arrive at the hotel, but the All-Hotels number to review your booking on our web site (see below).
Does your web site charge a booking fee?
Yes, but a small one ($4.95) and only for bookings where the customer pays the hotel on departure (rather than All-Hotels at time of booking). It's taken sometime in the 24 hours after you make your booking and is non-refundable.
How do I review my reservation?
You need to keep a note of your All-Hotels booking reservation number (a 7 digit number beginning with a 2 or 3) and the email address you used to make the booking. Then goto My Bookings, a link near the top of any All-Hotels page, and enter your booking number and email address.
How do I change a booking?
You cannot change a booking, but you can cancel one and then try to book a new one with the changes you want.
How do I cancel a booking?
First, check the cancelation policy in your confirmation email to find out if there will be a fee. Usually there is a 72 hour period prior to your arrival time during which a fee is applicable. However, there are exceptions to this general rule; indeed some bookings cannot be cancelled at all. It's unlikley you will be able to cancel any booking on the day of arrival (and definitely not later). Look out for information under the heading Cancellation Policy as you go through the booking process to be aware of these issues.
If you want to proceed with a cancellation, go to your booking review page via the My Bookings link (see How do I review my reservation? above). Near the bottom of the page is a button for cancelation. After clicking this you will get confirmation on screen and via email.
Where is my confirmation email?
The confirmation email is sent out shortly after the booking is completed. If the email does not arrive:
- Check any filter folders you may have set up, or the Junk email folder (the booking voucher contains HTML)
- Check you are not blocking our email address. Reservations come from reservations@all-hotels.com
If you wish the email to be sent again, see the What if I misplace my confirmation email? section below.
If your email still does not arrive and you do not have time to wait, the review booking page contains the same information as the booking voucher.
You can print a copy of this page and use it as your booking voucher when you arrive at the hotel.
I typed in the wrong email address when I booked. What do I do?
If you know what email address you entered, you should be able to view your booking, and if required, print the
review booking page to use as your booking voucher when you arrive at the hotel (see the Where is my confirmation email? section above).
Note: if your email address is wrong we may struggle to contact you in case of emergencies.
If you do not know the email address you used, or want to correct your email address follow the instructions in the
What if I misplace my confirmation email?section below.
What if I misplace my confirmation email?
If you still have your All-Hotels reference number (7 digits starting with a 2 or 3) and remember the email address you used, go to My Bookings to review your booking (see above for how to do this) and click the link near the top to resend your confirmation email.
If you can't remember your reference number and/or email, please contact us with as much of the following information as possible:
- All-Hotels reference number (7 digits starting with a 2 or 3) if you have it
- hotel confirmation number (only applies to pre-pay bookings) if you have it
- the email address used to make the booking
- date the booking was made
- name of the person who booked
- hotel name and location
- dates of arrival and departure
What if something goes wrong with the booking?
You should get an on screen confirmation of your booking. If not, then your booking has not been correctly processed. Please do not attempt to rebook immediately, but instead contact customer services, who will check whether your booking was in fact made at the hotel. Give as much useful information as you can (see previous question).
Technical problems are rare but do occur from time to time and in the majority of cases simply mean your reservation has not been made and your credit card has not be charged. Customer services will be pleased to assist if and when required.
How can I contact the hotel directly?
The full contact details of the hotel (address, email and phone number) are included at the top of the booking voucher. This voucher is emailed to you once the booking has successfully completed.
Can I make special requests to the hotel?
You can certainly try! The hotel can be contacted directly as above.
What if the hotel has no record of my booking?
Depending on the hotel supplier used, while your room allocation is confirmed instantly, your details may not be passed to the hotel immediately (in some cases 3 days before your arrival).
The supplier name is indicated in the additional booking section of your booking voucher. The hotel should be aware of the normal booking process for that supplier at their hotel.
If the hotel has no record of your booking and it is more than 3 days before your booking you can contact us using the contact form.
If the hotel has no record of your booking and the stay date is within 3 days you should ask the hotel to initially contact the hotel supplier the room was booked through. The contact telephone number is given in the Additional Information concerning your booking section of your booking voucher in case they have lost their record of it.
Failing that, you can try to contact the number directly yourself.
If you are unable to find this number or the supplier is not aware of your booking please contact our customer services who will try to resolve the situation.
The hotel wants me to pay for my stay - have I not paid already?
The method of payment depends on the hotel supplier: see the When do I pay? section of the booking guide. There is an additional booking fee taken by all-hotels at the time of booking. It is important that you take your printed confirmation with you to the hotel as this clearly states whether you have paid or whether you have to pay at the hotel. Instructions to the hotel on this are included under the Note to the Hotels heading.
See also the hoteliers How do I take my payment? guide.
The hotel details are wrong on your site
While all-hotels attempt to verify all the data coming from hotels and hotel suppliers, occassionally mistakes do slip through. If you notice one of these mistakes please point it out to us and we will contact the relevant supplier and ask them to update their information. Contact us using the contact form, selecting 'I am a customer' and 'I would like to comment on your site' as your reason for contacting us.
If you have made a booking at the hotel and the wrong details mean the hotel is unsuitable, please contact us using the contact form. If necessary, a full refund will be given. Select 'I am a customer' and the subject 'I have a compliant' for a quick response.
How do I get the hotel rates given on your hotel listings page?
The hotel rates given in the hotel listings page should be used as a rough guide only. We update our listings pages approximately once a week: for up to the minute availability and prices you should use the hotel search facility.
The rates given in our listings pages are based on 2 people sharing a room for 2 nights. The price displayed on the listings page is per person ('pp') per night. To get this information we get the availability of the hotel 2 weeks and 6 weeks from the date the check is made.
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