FAQ

Making a Reservation

• How do I reserve my room?

  Our reservation process is very simple. Select or enter the desired city, enter the dates of arrival and departure, and enter the number of guests. Click the Search Available Hotels (for only hotels which have vacancies), Search for Vacation Rentals or the Browse All Hotels (all hotels in a city regardless of vacancy) button. You could also search by a specific hotel name within a city. A list of hotels or vacation rentals will appear on the screen. For more information, click the name of the property or the Info link. After room types and rates are returned to your screen, you will be able to choose the rate you desire by reading the room information in the center of the screen, then clicking on the Book It button on the right side of the screen.After you have selected your desired room type, you will be taken to a «Secure Reservation Request» form. Then you will need to review the «Reservation Information» and fill in the blanks on the «Guest Information» section. Be sure your name and email address are spelled correctly. After you fill out all of the needed information, press the «Submit Reservation» button.

  Full instruction

• Can I specify where I would like my room located (preferred floor, next to pool, etc.)?
  Youy enter your special requests, pushing 'add wishes' button. A section will appear on the Reservation Form to insert such requests and submit them to the hotel. The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted because they are subject to availability.
• Is the room rate per person or per night?
  All rates displayed are per room per night. Under this amount you can also see the price of the room for the whole period of your stay. Carefully review the room descriptions and rate rules to ensure the room you select can accommodate your entire party. Any extra adults or children above the rooms listed occupancy may be subject to additional charges at the property's discretion. Taxes and other surcharges imposed by the hotel are included, unless otherwise specified in the Terms of booking.
• What about the special discounts?
  Many of the participating hotels offer «Special Internet Rates» to our users. These rates offer substantial savings.

Confirming a Reservation

• What happens when I make a reservation?
  You will receive a confirmation by e-mail, with an Itinerary Number, which should be kept and used with any future correspondence with Hotels.Ru. Additionally, all reservations will be followed up within 10 minutes with a voucher for hotel accommodation.
• How long will it take Interactive Affiliate Network to respond to my reservation request?
  All requests will result in a new screen showing an Itinerary Number, which should be kept and used with any future correspondence with Interactive Affiliate Network. Additionally, all reservations will be followed up with an email within 2 to 4 hours using the same Itinerary Number with the status of your reservation.
• How do I check on my request for a lodging?
  You may view your reservation if you log into your Account at our we-site. Always feel free to contact us with any inquiries regarding your request. For fastest service, please include your «Booking Number» which you will receive after you submit your booking.
• When will my reservation be at the hotel?
  Your reservation request is sent to the hotel as soon as you finalize your booking. When you have a confirmation, you can be sure that the room is booked.
• Once I have made my reservation, will I receive any written confirmation from the hotel?
  No. The email confirmation you receive from Hotels.Ru is all you will need. It displays the hotel details, the price, confirmation number, and the hotel's cancellation policy.

Additional abot booking

• Where do I pick up my vacation rental keys?
  The email you receive confirming your reservation for a Vacation rental will provide details as to where and when you should pick up the keys to your rental unit.
• I'm looking for a hotel in Los Angeles. Can you help me?
  Our reservation agents are unable to do individual searches for clients due to our high volume of reservations. Please use the Lodging Search Form to identify availability and rates at over 47,000 hotels around the world.
• Is there a hotel shuttle service to/from the airport?
  Many hotels offer shuttle service to and from the airport. This may be listed on the Lodging Information page. If it is offered, there may be a charge by the hotel for this service. Vacation rentals often do not have this type of service.
• Is parking available? Free parking? Long-term parking?
  Most hotels and vacation rentals offer free parking to their guests, although some may charge. Long-term parking is offered at the discretion of the property (often in conjunction with park and fly rates). This may be listed on the Lodging Information page.
• What if there will be more than two adults in the room?
  Most hotels allow additional guests to stay in the rooms at a charge. Some hotels and most vacation rentals have a limit on how many people can stay in a room. This may be listed on the Lodging Information page.
• Our children will be with us... do they stay free?
  Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Lodging page.
• Are rollaway beds/cribs available?
  Most hotels and some vacation rentals offer rollaway beds and cribs (typically at a charge- $5.00-$20.00 each). Some may have restrictions on what room types will allow rollaway beds. This may be listed on the Lodging Information page. If special requests are accepted, a section will appear on the Reservation Form to insert such requests and submit them to the hotel or vacation rental.
• What are the directions to the hotel?
  The location information of the hotel is listed on the web-site. This can identify the distance from the hotel to certain landmarks or the airport. Vacation rental reservations will have directions included in the confirmation email.
• Is breakfast included?
  Many hotels offer free breakfast. Often this is a continental breakfast or sometimes just coffee and donuts. It would be very rare for a Vacation rental to provide breakfast. If included, it should be listed on the Lodging Information page.
• Do hotels have minimum age requirements?
  Please be aware that some hotels may have minimum age restrictions or requirements when reserving a room. For example, some hotels with casinos may require you to be 21 years of age to check into a room. Please inquire with a Customer Care Agent or with the hotel directly.

Booking cancellation

• What is the cancellation policy on my reservation?
  When you are completing the Secure Lodging Reservation Form, the Cancellation Policy will be provided in red or there will be a link to read the cancellation policy. You can also view the property information page to find the cancellation policy. These policies will vary from lodging to lodging, so you must read each one carefully. In general, the standard increments are that you must cancel the room(s) 24, 48, or 72 hours prior to your specified arrival; however, these are just general guidelines and the specific policy of the property will prevail. If you cancel before the deadline, generally you will not be charged a penalty by the lodging provider. Canceling after the stated period will result in a cancellation penalty fee from the lodging provider. Some reservations are non-refundable and cannot be cancelled after booking.If the cancellation is outside of the time allotted, you may be charged for one night's stay including tax recovery charges and service fees. Please read the specific cancellation policy provided for each property on the site and in any emails regarding your reservation.
• How do I cancel a reservation?
  Use the «View/Cancel Reservation» link provided in the confirmation letter. Or visit «Cancellation» page on our web-site: www.hotels.ru/eng/cancellation.htm

Additional pages

• Rules
  www.hotels.ru/booking.htm
• Feedback
  www.hotels.ru/send_form.htm
• Contacts
  www.hotels.ru/contacts.htm
• Group bookings
  www.hotels.ru/group_form.htm
• How to book
  www.hotels.ru/reservations.htm
• How to pay
  www.hotels.ru/oplata.htm
• No visa countries
  www.hotels.ru/no_visa.htm
• Cancellation
  www.hotels.ru/cancellation.htm
• Businesstrips
  www.hotels.ru/businesstrips.htm
• Conferences
  http://www.hotels.ru/careers.htm
• Careers
  www.hotels.ru/conference.htm

Payment

• Is it safe to use my credit card?
  Yes, it is safe. Hotels require credit card details in order to guarantee your reservation. We will send your credit card information directly to the hotel at which your booking is made. We will not disclose your personal information to third parties without your consent. In order to safeguard and encrypt your credit card information when in transit to us, we use the «Secure Socket Layer (SSL)» technology for our services.
• What credit card types are accepted for guarantee/deposit?
  The card types accepted for guarantee/deposit will be listed in the Info section of the hotel description.
• My credit card number is correct, but the hotel is not accepting it. Why?
  There are a few possibilities: -Your card type is not accepted at the hotel. — The card expiration date precedes the reservation date. -You have reached your credit limit.
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