FAQ

There is no cut-off point. You can make a booking now for today, or today for tomorrow. As long as there is availability showing at the hotel you can book it. Please contact our customer care team for further details.

The reason for this message is because the charge has not been processed. Charges online can only be made to a Visa or Mastercard. Please check that the details entered are correct and if you still get an error message then this is because the issuing bank /credit card company h as blocked the charge for security reasons. Please speak to your bank/credit card company and once the block has been released you can make the booking. Last minute bookings cannot be processed without being charged because once confirmed cancellation charges do apply.

All of the hotels on the our website require one of the guests to be at least 18 years old. In some states of America there are higher age limits. If you have booked a hotel in the Unites States and the travelers are under 25 years of age please contact the hotel directly for clarification.

It is the responsibility of the person making the booking to ensure that the room type booked will be suitable for the party traveling. If more persons turn up at the hotel than the room can accommodate then the hotel are within their rights not to accept the booking and in this case no refund will be made.

SINGLE ROOM - 1 person - This room type will contain 1 single bed for 1 person only.

TWIN ROOM - 2 persons - This room type is suitable for two adults and will contain two Single beds.

DOUBLE ROOM - 2 persons - This room type is suitable for two adults in a room with one bed or sometimes two beds made up as one.

TRIPLE ROOM - 3 persons - This room type will contain either 1 large bed plus rollaway type bed or 2 Single beds plus rollaway bed for the 3rd person.

USA hotels generally offer a Double room with 2 large beds for 3 persons.

TWIN PLUS CHILD /DOUBLE PLUS CHILD: 2 adults and 1 child between the age of 2-12. Please be informed that the hotel is within their rights to charge for the difference if the child is over the age of 12.

We try to ensure that the hotel provides the room type(s) booked, however there may be occasions when instead of a double-bedded room a twin may be allocated. It is always guaranteed that the room provided by the hotel will accommodate the number of guests booked.

Please contact us immediately. Do not attempt to make a duplicate booking.

AIf you have your pre paid accommodation voucher then there is no need to call us or the hotel to re-confirm your booking. All the confirmation details are shown on your voucher.

If you receive your pre paid accomodation voucher, it means that your reservation is confirmed and finalized. Therefore it is not necessary to call the hotel to reconfirm. If you call the hotel more than 7 days prior to your check-in date, they may not be able to find your reservation by name. Names of customers booking our allotments are submitted to the hotels 5-7 days prior to check-in date. Please provide them with the confirmation details that are printed on your voucher. In the unlikely event that the hotel is still unable to locate your booking, please contact our customer service department.

It's very easy to check your bookings online on our website From the top of the home page please click 'Managing Bookings'. You will be required to enter your e.mail address and tracking number. There are a number of choices for you including being able to read all e.mail correspondence from us, printing your voucher and even your invoice.

It's important that you print the actual voucher and take this to the hotel to present when you check in. If you just take a copy of the e.mail confirmation the hotel will not recognize this.

This is the confirmation of your booking. Please print this out as you will need to present it to the hotel upon check-in. Should you lose or damage the voucher, please re-visit the e.mail link and print another copy of the Voucher.

It's important that you print the voucher to take to the hotel. There is no need to print the voucher from the computer originally used to make your booking so you can use an internet cafe computer for example and print your voucher from there. It's quick and easy to print your voucher from any computer online on our website. From the top of the home page please click 'Managing Bookings'. You will be required to enter your e.mail address and tracking number.

The email might have been recognized as Spam by your e.mail provider and sent to your junk box, so please check your junk mail box. If our e.mail has been sent to your Junk or Bulk mail folder, you can prevent this from happening again by opening our e.mail and clicking on the 'Not spam' or 'This is not spam' button. Alternatively you can easily check all e.mails from our company online on our website. From the top of the home page please click 'Managing Bookings' You will be required to enter your e.mail address and tracking number. Once you have logged in you can click on 'e.mail correspondence'.

The first step is to contact the Reservation Manager at the hotel so that the situation can be resolved straightaway. Some hotels may have the booking under the 2nd traveler name rather than the lead name that has been used to make the booking. If the hotel is still unable to find your booking, you must contact us at one of the numbers given on your pre-paid accommodation voucher.

For early check in it is advisable to book from the previous night to ensure the room is available when you arrive. You need to arrange a late check out directly with the hotel reception. You will be required to pay a Day rate to keep your room or to make use of another guest room. The day rate is payable directly to the hotel at the time.

If you have a look on your pre paid voucher you will see that your room(s) are held until 07.00am the next morning so there is no need to inform the hotel or us for a late arrival unless you expect to arrive to the hotel after 07.00am the next day.

This means that our room allotment has been sold out and we have to contact the hotel and request additional rooms. Depending on the destination, this may take up to 72 hours excluding weekends. Disclaimer: While we will undertake to process your request within 72 hours, occasionally we are unable to do this. The reason for a delay can be due to a public holiday or time zone differences.

Should your request for accommodation be urgent you are advised to book a hotel with Instant Confirmation. During the 72 hour period you can check on the status of your booking request through the 'My Booking' section. In order to proceed with your 'On Request' booking, we need you to submit a reservation form with your credit card details. Please be advised that your credit card will not be charged until the booking has been confirmed to you and we have received your authorization to charge your credit card.

This means that the hotel you originally requested is now fully booked and we were unable to obtain any extra rooms. In order to help you secure accommodation we have advised an alternate hotel. Unless stated, no room is being held. There is no obligation to accept the alternate hotel.

Yes. In this case we will need the cardholders authorisation by way of a signed authorisation form as well as a copy of a recent credit card statement OR a copy of a recent credit card statement for the card being used.

The reason we have implemented this security measure is not to cause any inconvenience to our clients but merely to protect the credit card holder against any credit card misuse.

The names of all persons traveling must be entered and the first name should be followed by the Family name to avoid for any misunderstandings at the check in time.

No. The names of all persons traveling must be entered and the first name should be followed by the Family name to avoid for any misunderstandings at the check in time.

A situation where a stay has to be protected at an alternate hotel is only done where absolutely necessary and there is no way that the original hotel can accommodate.

The reason a booking has to be moved may be due to renovations taking place at the original hotel, maintenance or that the hotel has over booked.

To date we have been able to accommodate 99.9% of our customers in the accommodation they have selected.

The rates you see on our website are per room per night. Please make sure you select the correct room type(s) for the number of persons traveling. It is the responsibility of the person making the booking to ensure that the room type booked will be suitable for the party traveling.

Complimentary breakfast is included for most European hotels. Please check the relevant hotel information page and your pre paid voucher for breakfast information. If you wish to make use of any other type of breakfast on offer at the hotel then you will need to pay a supplement for this directly to the hotel. For hotels in the United States rooms are generally sold on a room only basis. Please check the relevant hotel information page and your pre paid voucher to check if breakfast is included or not.

Rates are subject to currency fluctuations. Therefore there may be slight variations in the rates on a daily basis that will reflect any movement in the currency exchange rates. Once a booking has been booked and confirmed at the rates you have accepted, there is no refund for the price difference because rates can be updated daily.

Rate displays on our website can be viewed in different currencies. These rates are to be used as a guide only. The actual currency and amount that will be charged will be shown to you on the actual Booking page. The default currency for charges on a Visa or MasterCard will be EURO.

No. The rates that you see on our website are only available if you book online.

We are happy to accept Visa and Master Card online. If you pay by either of these cards then charges will appear on your credit card statement under the name MetGlobal.

We can also accept Diners Card. The charge will be made in YTL and the charges will appear on your credit card statement under the name MetGlobal Inc Istanbul.

You will be charged in full at the time you make the booking. Your pre paid accommodation voucher will be sent straightaway.

No, we do not accept payment by cash on arrival at the hotel. All bookings through our company require pre-payment by credit card only.

The most common reason for the charge not going through is because the issuing bank /credit card company has blocked the charge for security reasons. The charge is being seen by your back/credit card company as an internet charge they are just being security conscious and have blocked the transaction. Please speak to your bank/credit card company and once the block has been released the charge can be put through.

It's important that you print the actual voucher and take this to the hotel to present when you check in. If you just take a copy of the e.mail confirmation the hotel will not recognize this.

When a hotel offers many different styles of room, a run-of-the-house room simply means that the hotel will guarantee that you receive a room offering certain standard features. Bedding types, views, and smoking / non-smoking are not usually part of the run-of-the-house description, and are upon request only. All requests not part of the run-of-the-house standard for that hotel cannot be guaranteed until your arrival at the hotel.

The guest rooms will not have en-suite facilities. WC and shower facilities are shared between other rooms.

The hotel address and telephone number is printed on your pre paid accommodation voucher. Please do not contact us if you are just looking for a hotel phone number and have not made a booking with our company because we do not have the hotel contact details on our system.

Please contact the hotel directly for their shuttle service information and rates. The hotel telephone number is printed on your pre paid accommodation voucher.

You need to contact the hotel directly. The contact information can be found on your pre-paid accommodation voucher. Please note that the hotel may charge a fee for car parking and you should check this with them.

Any complaint relating to your hotel stay must be brought to the attention of the hotel management so that they can be given the opportunity to assist you at the time.

Any complaint which cannot be resolved at the hotel must be notified to our company by electronic mail or through the preferable method of the complaints form on our website within 20 days of the check out date.

We cannot accept responsibility for any disturbance or for any facilities that may not be available at the hotel during your stay or not suited to individual tastes and preferences.

Any problem relating to your hotel stay must be brought to the attention of the hotel management so that they can be given the opportunity to assist you at the time. If a solution cannot be found please immediately contact us. We will try our best to assist. However, if you want to change to a different hotel please be aware that any change made at the last minute or while you are staying at the hotel will incur charges from the original hotel.

All cancellations and amendments must be made online through the 'Managing Bookings' section of the web site. We will not be bound by nor responsible for any changes and cancellations made directly with the hotel. Please make sure you are familiar with our cancellation and amendment policy.

Please do be aware that while the majority of our hotels have a 4 days cancellation policy, some hotels have different policies. Please read the terms and conditions before you agree, check your hotel voucher or the 'Managing bookings' section of the website for the cancellation policy relating to the hotel you have booked.

Any refund due will be credited directly to the credit/debit card that was used to pay for the booking. The refund normally takes 10 days to appear on your credit card statement depending on the banking system.

Amendments are strictly subject to availability and if you want to change the dates of stay, then the rates can be subject to an increase or decrease.

Before the cancellation deadline of your booking and subject to availability, there will be no penalty for amendments for the first request from your original booking. Further amend requests after the first one will be assessed 10 EUR or 15 USD charge for each time if the amendment is confirmed.

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Allstarhotels.com guarantees that all sensitive information - e.g. your name, address, and credit card number - will be protected with the best security practices available when exchanged over the internet. The Secure Socket Layer (SSL) technology we use ensures the privacy and security of all transactions. SSL technology encrypts data before it is transmitted, so that only the authorized recipient can have access to it. Allstarhotels.com is a trusted Seal secure site. We use Seal digital certificates with all transactions. You may verify our status with Seal independently by visiting the Seal website.