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theDelphiHotels.com FAQ

Cancellations

 • Can I cancel my booking?
 • If I need to cancel my booking, will I pay a fee?
 • How do I know if my booking was cancelled?
 • Where can I find my property's cancellation policy?
 • Can I cancel or change my dates for a non-refundable booking?

Payment

 • Can I pay with a deposit, or prepayment?
 • Who is going to charge my credit card, and when?
 • What payment methods are accepted?
 • I’ve been charged. Do I need to do anything?
 • Where can I see the payment policy for my booking?
 • Can I pay for my stay with a different credit card than the one used to book?
 • Why do I need to provide my card details?

Bookings - Rooms- Pricing

 • Can I make changes to my booking? I.e, change dates
 • How do I get more information about the room or property's facilities?
 • I will be arriving outside check-in hours. Can I still check-in?
 • How can I get an invoice?
 • I can't find my confirmation email. What should I do?
 • Can we get extra beds/cots for my child(ren)?
 • What's the difference between a Double room and a Twin room?
 • What is a "non-refundable" or "free cancellation"?
 • Can I request an extra bed in my room and will there be extra costs?
 • What does the price include?
 • Are the prices shown per person or per room?
 • Are taxes included in the price?
 • Is breakfast included in the price?
 • Do I pay the full price for my child(ren)?
 • Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?

About Credit Cards

 • Can I make a reservation without a credit card?
 • Can I use a debit card to complete my reservation?
 • The property has charged my credit card, what should I do?
 • What is a pre-authorisation?
 • What’s the difference between a pre-authorisation and an actual charge to my credit card?
 • How will I know if my card has been pre-authorised?
 • How long will the pre-authorisation hold affect my available balance?
 • Will the hold always equal the exact amount of my reservation?
 • Can I make a reservation for myself using someone else’s credit card?
 • Why do I need to give my credit card details?
 • Which credit cards can I use to complete my booking?
 • Are my credit card details safe?
 • The credit card that I used to make a booking is no longer valid. What should I do?

Property policies and Extra facilities

 • I will be arriving earlier/later than the stated check-in time. Can I still check-in?
 • What are the check-in and check-out times of a hotel?
 • How do I find out if a hotel allows pets?
 • How do I know if the hotel has parking facilities and how can I reserve it?
 • Can the hotel store my luggage before check in or after check-out?
 • How do I find out if a hotel has a certain facility, e.g. a lift?

Cancellations

Can I cancel my booking?

Yes! Any cancellation fees are determined by the property and listed in your cancellation policy. You will pay any additional costs to the property.

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If I need to cancel my booking, will I pay a fee?

f you have a free cancellation booking, you won't pay a cancellation fee. If your booking is no longer free to cancel or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property. You will pay any additional costs to the property.

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How do I know if my booking was cancelled?

After you cancel a booking with us, you should receive an email confirming the cancellation. Check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, please contact the property to confirm they got your cancellation.

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Where can I find my property's cancellation policy?

You can find this in your booking confirmation.

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Can I cancel or change my dates for a non-refundable booking?

Cancelling a Non-Refundable booking normally incurs a charge. However, you may have the option to request free cancellation when managing your booking. This sends a request to the property, who may decide to waive your cancellation fee. It is not possible to change dates for a Non-Refundable booking, though it is possible to re-book for your desired dates if your waive fees request is successful.

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Payment

Can I pay with a deposit, or prepayment?

Some of our properties require a prepayment, also known as a deposit, before you stay. This prepayment can be up to the total cost of the booking, or just part of it. The rest is then paid when you stay at the property. However, for some properties there is no deposit required, and you’ll pay the amount in full when you stay at the property. It’s best to check the payment policies in your confirmation for more details.

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Who is going to charge my credit card, and when?

Tthe property is exclusivly responsible for charging your card. No payment is handled by theDelphiHotels.com
You can commonly expect to pay upon check-in or check-out at the property. However there are some exceptions, such as those properties that require a prepayment for all or some of the total amount. Again, this will be stated clearly in your confirmation and payment policies.
If there is no prepayment policy, it’s also possible that the property may take a test payment from your card before you stay. This is a temporary hold, that’s used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.

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What payment methods are accepted?

Credit cards are the most widely-accepted payment method for properties listed ontheDelphiHotels.com, and most of them use credit cards to validate your booking.

In some cases alternative payment methods such as PayPal etc. are also accepted. There are some exceptions to this, where it may be possible to book with a debit card.
The accepted payment types for your accommodation will be listed in your booking confirmation. You can also call them to confirm what they accept.

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I’ve been charged. Do I need to do anything?

n most cases, no action is required from you. As outlined in the payment policy for your booking, this is likely just a prepayment for all or part of the total cost.
If there is no prepayment policy, then the property may have taken a test payment from your card. This is a temporary hold, that’s used to guarantee your booking, and will be returned to you.
If you still feel the charge is unexpected, you can contact us for assistance. We can only contact the property on your behalf after you have submitted proof of charge.

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Where can I see the payment policy for my booking?

You can find the payment policy in your booking confirmation, in the pricing section. This section also includes a price breakdown, and the accepted payment methods.

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Can I pay for my stay with a different credit card than the one used to book?

Very likely, yes. Properties usually accept payment for the stay with a different card or cash. To confirm that paying with a different credit card is OK, contact the property.

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Why do I need to provide my card details?

Properties normally request this to guarantee your booking, and the card is often used to pay when you book. If you don’t need to make a prepayment, then they may hold an amount on your card to ensure it has sufficient funds. This test payment will be returned to you.

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Bookings - Rooms- Pricing

Can I make changes to my booking? I.e, change dates

Yes! You can make changes to your booking from your confirmation email or at theDelphiHotels.com. Depending on the property's policy, you can do the following:

  • Change check-in/out times
  • Change date
  • Cancel booking
  • Edit credit card details
  • Change guest details
  • bed type
  • Change room type
  • Add a room
  • Add a meal
  • Make a request
  • Contact the property
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How do I get more information about the room or property's facilities?

You can find the room and property facilities in your booking confirmation.

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I will be arriving outside check-in hours. Can I still check-in?

This depends on the property who will do their best to meet your needs, but cannot guarantee your request. You can do either of the following:

  • Request an early or late check-in/check-out
  • Contact the property
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How can I get an invoice?

The property can provide you with an invoice for your stay, so please contact them directly.

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I can't find my confirmation email. What should I do?

Be sure to check your inbox and spam/junk mail folders.
Contact us using the email addresse that you use for your reservation and we will email you the confirmation of your booking.

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Can we get extra beds/cots for my child(ren)?

t depends on the property's policy. Additional costs for children, including extra beds/cots, are not included in the reservation price. Please contact the property directly for this information.

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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. The property will do its best to accommodate your needs.

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What is a "non-refundable" or "free cancellation"?
  • 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 confirmation.
  • Free cancellation means you can change or cancel your booking free of fees, if done within time period set by the hotel. This is written in the room conditions and in your confirmation (for example "Cancel up to x days" or "Cancel before dd/mm/yy hh:mm").
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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.
  • During the online booking process please place your request for any extra bed/cot in the Special Requests box provided.
  • If you’ve already booked your room, just click on the link provided in your email confirmation and on My Booking.com to request an extra bed.
  • Please call the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
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What does the price include?

All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included.
This information will also be in your confirmation email.

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Are the prices shown per person or per room?

The price we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.

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Are taxes included in the price?

Yes all taxes are included.

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Is breakfast included in the price?

This depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. If it is not included you can roll your cursor over the text in the column called "Meal Plans" to find out if it is available and what, if any, the additional costs are. This information will also be included in your confirmation email.

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Do I pay the full price for my child(ren)?

Information regarding children is located under "Hotel Policies", please take note of the following:

  • Added costs for children, if any, are not included in the reservation price.
  • During the online booking process please place your request for any extra bed/cot in the Special Requests box provided.
  • We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
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Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?

You cannot use the vouchers when booking on our website. You will have to follow the procedures described by the organisation issuing the voucher.

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About Credit Cards

Can I make a reservation without a credit card?

A valid credit card is needed to guarantee your reservation with most hotels. We do offer a small but growing number of hotels, however, that will guarantee your reservation without a credit card. You can also make a booking using someone else’s card provided you have their permission. In this case please confirm the card holder’s name and that you have permission to use their card, in the ‘Special Requests’ box when making your booking.

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Can I use a debit card to complete my reservation?

Generally hotels cannot accept a debit card to guarantee a booking. However, there are some exceptions. If your chosen hotel can accept a debit card, you will see this option when making your booking.

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The property has charged my credit card, what should I do?

The charge you see could be any one of the following:

  • Pre-authorisation: A pre-authorisation is just a validity check that temporarily blocks on your credit card an amount roughly equivalent to the cost of your reservation. The amount will be unblocked after a certain time period. How long this takes will depend on the property and your credit card provider.
  • Deposit or Prepayment: Some properties require a deposit or prepayment at the time of reservation. This policy is clearly highlighted during the reservation process, and you can see it in your confirmation email as well. If you are eligible for free cancellation, this amount is returned to you if you choose to cancel your reservation.
  • If you feel you have been charged in error please contact us with your reservation number and details of the charge made, and we will follow up on your behalf.
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What is a pre-authorisation?

When you make a reservation, there may be instances where the hotel will contact your credit (or debit) card issuer to confirm that the card you are using is valid and hasn’t been reported lost or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorisation of the full amount of your reservation.

  • The hotel, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions linked to your booking.
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What’s the difference between a pre-authorisation and an actual charge to my credit card?

Pre-authorisations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorisations are temporary holds. The length of the hold will vary, and your credit card company can advise how they handle this.

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How will I know if my card has been pre-authorised?

Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card had been pre-authorised, both the hotel and your credit card company can verify this.

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How long will the pre-authorisation hold affect my available balance?

Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorisation procedures. These terms vary across the board, so it’s best to contact them for specific details.

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Will the hold always equal the exact amount of my reservation?

In most cases, the hotel will pre-authorise your card for the full amount of your reservation.

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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. Please state this in the "Remarks" box when making your reservation.

The hotel may require authorisation from the card holder. Please also note that in the case of a No Show, late cancellation any penalties will be charged to the card provided.

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Why do I need to give my credit card details?

In most cases, we request your credit card details on your hotel behalf  so your hotel can confirm your reservation.

Your credit card may be checked (pre-authorised) to ensure that it is valid and/or that sufficient funds are available. In some cases, your credit card details will be used to process the payment for the reservation at the time of booking. Your credit card will only be charged if you have requested a pre-paid room or if the cancellation policy, found under "Hotel Policies" and room "conditions" has not been followed.

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Which credit cards can I use to complete my booking?

To make a reservation via theDelphiHotels.com all hotels accept:

  • MasterCard
  • Visa
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Are my credit card details safe?

We use a secure connection for your booking:

  • Your personal data and credit card details are encrypted.
  • Our secure server uses ‘Secure Socket Layer’ (SSL) technology, the online industry’s standard.
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The credit card that I used to make a booking is no longer valid. What should I do?

Please contact the hotel directly. You can find their contact information, in your confirmation email or online. For security reasons, never provide your credit card details by email.

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Property policies and Extra facilities

I will be arriving earlier/later than the stated check-in time. Can I still check-in?

You can request an early/late check-in in several ways:

  • You can specify your intended check-in time while making the reservation.
  • You can manage your booking online to request a check-in time outside of the standard hours.
  • You can contact the property directly, using the contact details found in your booking confirmation.
  • Please note that the property cannot always accommodate this request; they will be happy to let you have your room early if there is availability, but there may be nobody to welcome you if you arrive late at night at a remote apartment. It's always best to check with the property directly in this case, to avoid any disappointment.
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What are the check-in and check-out times of a hotel?

Check-in and check-out times differ for each hotel. You will find them on the "Hotel Policies" section at the bottom of the hotel page as well as in your confirmation email.

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How do I find out if a hotel allows pets?

Pet policies are always displayed on the hotel’s page under "Hotel Policies".

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How do I know if the hotel has parking facilities and how can I reserve it?

Under ‘Hotel Facilities’ you can see whether or not the hotel has parking, and if any restrictions apply. If the hotel requests you reserve parking, please contact them directly with the contact information provided in your booking confirmation.

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

If the hotel has a luggage storage 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 using the contact details provided after completing the booking.

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How do I find out if a hotel has a certain facility, e.g. a lift?

nder ‘Hotel Facilities’ you can see a list of all the hotel’s facilities, activities and services.

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