FAQ - PTQV

How to make a reservation?
To make a reservation:
- fill in the time of your stay, city, number of rooms in the search panel called "HOTEL RESERVATION" and press "Hotel search";
- choose the right hotel from the list of search results by clicking "make a reservation",
- fill in your personal data and choose the payment type,
- after the payment type has been chosen the secure credit card transaction panel appears where you can finalize the transaction.
- if you don't have a credit card or on-line bank account in banks: mBank, Inteligo, Nordea, MultiBank, BPH, BZWBK24, but there are at least 4 working days before the arrival date - you can make a standard bank transfer or postal transfer (just click "bank transfer or postal transfer").
How to make a reservation by e-mail ?
You can make one if there are at least 4 working days before the arrival date. From the menu in the left choose the "E-mail reservation" window and fill the fields.
How to make a payment ?
The easiest way is making a payment on a secure transactions pages of e-card, by credit card, online payment card, electronic bak transfer from banks: mBank, Inteligo, BPH, BZWBK24, Nordea, MultiBank.
Can I pay for the reservation by postal order or standard bank transfer?
Yes you can. To pay for the reservation by postal money transfer or standard bank transfer choose as your payment method "bank transfer or postal transfer" with the reservations confirmed at once or "money transfer" when a reservation needs to be confirmed by an operator. After receiving the confirmation you need to make a payment and send the payment confirmation by fax on no.: +48 22 322 85 44.
Can I send the confirmation of payment by e-mail ?
If you don't have access to fax you can send the payment confirmation by e-mail on our address: biuro@rezerwuje.pl.
Can I pay for the reservation in the hotel ?
There is no such possibility. Many offers in our service have special, lower prices, inavailable directly in a hotel.
What kind of credit cards can I use to make a payment ?
You can pay by: VISA, MasterCard and American Express.
Can I pay for the reservation by Diners Club card ?
Yes, it's possible. In that case you have to contact the Clients Department to make a payment by phone.
Can I pay for the reservation by someone's else credit card?
Of course, but only if the owner accepts that transaction.
Do I have to take the credit card with me when arriving at the hotel ?
You don't have to take it with you.
Are the prices in your service the same as in a hotel ?
Our prices can't be higher then hotel prices. In fact, most of our offerts have much lower prices that the hotel ones.
Why are the prices in your service much lower than in a hotel ?
While making the great number of reservations we have the possibility to negotiate the prices for our customers. What's more - you can easily compare the hotel prices in our service, so the hotels must provide the most interesting offers.
How are the reservations confirmed?
The confirmation of a reservation is send to the address specified earlier in the reservation form. There is also a voucher being send, which you have to got with you when arriving at the hotel.
What to do if I don't have a voucher when arriving at the hotel?
Most of the hotels do not demand the voucher - reservations are available in a hotel on the guest's surname (second name), which is specified on the voucher and on the confirmation. But if the hotel need a voucher - please contact the Clients Department of our operator: +48 22 322 85 00.
What does it mean "reservation is offline" ?
An offline reservation means the hotel hasn't declared free room in the system. After an offline reservation has been placed - the operator checks for the rooms. That kind of reservation can be confirmed or cancelled (then we usually offer you another hotel in a given city).
What happens with my credit card if the reservation is offline?
When making an offline reservation your money are just blocked on your credit card. If the reservation is confirmed - the money are transferred. If it's not - the blocade is cancelled.
What does it mean "reservation is online" ?
An online reservation means the rooms in a hotel are available. You get the confirmation right after the payment has been finalized.
Why there is no offer in the chosen hotel?
It means that on the specified date the hotel doesn't have available rooms.
Where can I find the contact data of a hotel?
You can find the hotel's address on the hotel's webpage. More details are send by e-mail with the reservation confirmation.
Is it possible to order an additional set for children ?
Most of the hotels have such option - in some of them it is paid addidtionaly. For more details please call the Clients Dempartment of our operator: +48 22 322 85 00.
Is it possible to make a room for handicaped person reservation ?
Is is possible in the hotels which have such rooms. An information about such necessity should be filled in the form while making a reservation.
Are the prices on your webpage listed for person or for room?
All the prices listed in our service are the room prices.
Do the prices include breakfast?
Yes, most of the offers include breakfast in the price. If it isn't - it would be listed while making a reservation.
Do the prices include taxes?
Yes, all of the prices include taxes (without local taxes, such as climate taxes).
How can I cancel a reservation?
You can cancel a reservation earlier than 3 days before arrival - you will be billed only for operational cost. If a reservation is cancelled during the last 3 days before arrival - you will be billed for the first day of your stay.
How can get back my money from a cancelled reservation if I paid by credit card ?
Right after sending to you the confirmation of a cancelled reservation - the system automatically sends you back the money it took from you credit card (including eventuall operational cost).
I want to make a reservation for two rooms in a hotel, but why is the secong room not showing while the first one has been reserved?
It depends on the hotel. In some of them there's only 1 room available online, most of them have more. In this case it's better to make an e-mail reservation. When the operator gets your request - he will contact the hotel. Then your reservation will be confirmed.
Can I have additional discounts (when I'm a member of a hotel's partnership programme)?
We've got the lowest possible prices. Additional discounts are not possible.
How to speed up the reservation process?
To speed up the reservation process you can register in our system (in that case please follow the "register" link in the main panel on the right). After registration you should log in nad your data will be automatically filled in (saving up to 2-3 minutes).

FAQ - NETMEDIA

How do I to make a reservation?
In order to make a reservation you need to:
- Choose your location, room type and the date period of your stay.
- Press the "Search Hotels" button, The system will find all hotels relevant to your search criteria.
- Choose the "Book" option, next to the Hotel offer that interests you. A personal form will appear for you to fill out.
- After you have filled out the form, the information will be verified.
- Choose the adequate form of payment: credit card, payment via mBank bank transfer, payment via Inteligo bank transfer, payment via Nordea bank transfer, payment via MultiBank bank transfer.
Can I make a reservation through e-mail or via the telephone?
YES. Reservations can be made either, via our www.hotelewarsawa.com.pl Customer Service Consultant on 0801 08 08 07 or 022 812 62 72, or via e-mail address hotele@hotele.pl
How do I make my payment?
The simplest way to manage your payment is through the secure webpage of the company E-card, via a credit card, internet payment card or bank transfer through: mBank, Inteligo, Nordea or MultiBank.
How can I manage my payment for my reservation if my bank does not a permit payment via the internet?
In order to make your payment you will need to place an order via telephone or e-mail through our Hotele.pl Customer Service bureau. Our operators are standing by to provide you with the appropriate information depending on the conditions of the individual reservation.
Can I pay for my reservation at the Hotel?
Unfortunately there is NO such option. The reason is that the most of the offers presented on our service have negotiated special low prices that are not available at the Hotel and can NOT be paid directly at the Hotel.
Are the Prices presented on the website the same as the prices offered at the Hotel?
Our belief is that prices presented on our Internet service can NOT be higher than the prices presented directly at the Hotel. This ideology has formed prices on our Internet service that are much more attractive to YOU than the prices offered directly at the Hotel.
Why are the prices offered on the Hotele.pl portal lower than the prices offered directly at the Hotel?
This is because we make thousands of reservations we have the possibility to negotiate prices for YOU. In addition on our web pages it is very easy to compare Hotel prices, making it possible for Hotels to compete with one another to give You better prices.
How are Hotel reservations confirmed?
Confirmation of reservations are sent to your e-mail previously entered I your reservation form. Along with the reservation confirmation we provide you with a Voucher which must be printed out and presented at the Hotel during your claim of the reservation.
What should I do if at the Hotel I do not have the Voucher with me?
Most Hotels do not require YOU to have your reservation Voucher with you, as reservations are verified through YOUR personal details (name and surname) recorded at the time of the reservation and presented on the Voucher. In the case where the Hotel requests a voucher please contact our www.hotelewarszawa.com.pl Customer Service bureau.
What does it mean when a reservation is flagged as off-line (on request) ?
This means that the Hotel at the time of your reservation did not allocate any vacancies. After your reservation our Customer Service Consultant will verify the number of available rooms at the Hotel and either make a confirmation of the reservation or decline acceptance of the reservation due to no vacancies.
What happens to my debited credit card, if the off-line (on request) reservation does not come to foreclosure?
While making a reservation off-line (on request), YOUR money is blocked by our system so as not to debit your credit card. We charge (unblock) YOUR credit card in our system only when YOUR reservation has been confirmed.
What does it mean when a reservation is flagged as on-line?
This means that there are room vacancies at the Hotel. Confirmation of the reservation happen in real time and almost instantly.
Is there a possibility of payment after my stay at the Hotel?
YES, every company and institution that has previously signed a contractual agreement regarding the sale and purchase of hotel accommodation with NETMEDIA S.A.
Why does my choice of dates for my stay does not generate any Hotel search results?
This means that the chosen Hotel does not facilitate any vacancies for the date/s requested, or that the date specified does not encompass a price offer.
Where can I find Hotel contact details?
The Hotel address can be found on the specific Hotel presentation on our website service. More information can be sent via e-mail along with the confirmation of reservation.
Is it possible to order an extra bed for a child?
Most Hotels can accommodate this request. In some Hotels this service costs extra. In order to gain more information please contact our Customer Service Consultant.
Are the prices presented on the website set as per person or per room?
All the prices listed on our web pages are per room.
Do all prices include breakfast?
YES, in the majority of offers, breakfast is included in the price. If breakfast is not included in the price then this fact will be indicated in the second stage of your reservation process.
Does the price included tax?
YES, the price includes all relevant taxes, with the exception of local or regional taxes such as Climate Tax.
What type of credit cards can I use to pay for my reservation?
The following cards are applicable: VISA, MasterCard, American Express
Can I pay for my reservation using a Diners Club card?
YES, in this case you will need to contact our Customer Service Consultant as this operation needs to be done via the telephone.
Can I pay for my reservation using a credit card issued to another person?
YES, in this case you will need to contact our Customer Service Consultant as this operation needs to be done via the telephone.
Do I need to have the credit card used in payment for the reservation with me when at the Hotel?
NO, it is not essential.
What are the Reservation Cancellation Conditions?
3 days prior to the start of the reservation you can make a cancellation of the reservation for the charges of a small handling fee. If the cancellation occurs 3 days or less to the start day of the stay a charge of one day stay of the reservation is implemented.
How do I obtain the refund for a reservation cancellation, which was made by a credit card?
At the moment of your reservation cancellation authorization the reservation system automatically refunds the costs to your credit card taking into account any cancellation handling fees that might have occurred.
Is there a possibility to obtain discounts on the already low Hotel prices, for example, being a member of a Loyalty program?
On our website you will find the most attractive prices for any given day. Our prices already include a maximum discount. There is no possibility of any additional concessions.

FAQ - Booking

Searching
How do I search for hotels by price?
In the selection box at the top left of the search page you can list the hotels by price (when searching for available hotels on a specific date), popularity, class or name.
How do I search for hotels with specific facilities such as, for example, a pool?
On the search results page on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as a "pool."
How do I search for hotels that offer family rooms?
On the search results page on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "Family rooms" (note though that these rooms will not necessarily be available for the requested dates).
Where can I find the contact details of the hotel?
You can find the address on the hotel page. The contact details will be given, after you have made the reservation, in the confirmation email.
Where can I find the directions to the hotel?
At the bottom of the overview page of the hotel you can find travel information with details on location and directions. On the top left there is an extensive map of the area around the hotel.
Room Types
What's the difference between a Double room and a Twin room?
A double room has one double bed. A twin room has two single beds.
We have two small children; can we get extra beds in the room?
In general one extra bed for one child is available at a minor additional charge. However, please note that this possibility depends on each hotel's policy and availability. We advise you to check the overview page of the hotel, or to send an email to customer.service@booking.com.
Can I generally request an extra bed for a third person in a double room and at what costs?
It will depend on each hotel's policy and availability. Once you have retrieved the availability for a specific hotel for the requested dates, you can access the room description by clicking on the room name. If the possibility and the costs of an extra bed in the room are not specified in the room description, please send an e-mail to customer.service@booking.com.
Pricing
Are the rates on your website per person or per room?
All the prices from rezerwuje.com website are per room per stay, unless stated differently.
Do I pay a reservation fee?
No, we will not charge you a reservation fee.
Is breakfast included in the price?
Once you have retrieved the availability for a specific hotel for the requested dates, you can click on the room name to find information about breakfast, taxes and room facilities.
Are taxes included in the room rates?
Once you have retrieved the availability for a specific hotel for the requested dates, you can click on the room name to find information about breakfast, taxes and room facilities.
Do you offer special discounts (for seniors, airlines employees, etc)?
You can find the best available rates for the dates of your stay on rezerwuje.com webpage. The discounts are already included and therefore it is not possible to have any other discount on the confirmed price.
Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?
No, via our website it is not possible. You will have to book through the organisation issuing the voucher.
Credit Cards and Payments
Why does the Booking.com operator demand my credit card details?
In general your credit card details are only required as a guarantee for the hotel in case you do not arrive or cancel too late. This might result in a no-show charge (generally the equivalent to one night's stay) by the hotel. Booking.com will never charge your credit card. You will pay for your stay at the hotel.
Does the hotel need a deposit or a payment in advance?
You will pay for your stay at the hotel. If the hotel requires a deposit, it will be clearly mentioned on the overview page of the hotel. However, note that some hotels perform a pre-authorisation check on your credit card as an extra guarantee. A pre-authorisation is a validity check to reserve a certain amount that would guarantee the room. This amount may correspond to the price of one night or to the total cost of your reservation. Once the credit card has been validated, the reserved amount will be released.
What types of credit card can I use to guarantee the reservation?
MasterCard, Visa and American Express are accepted as a guarantee. However, it is possible that the hotel does not accept all of these for payment. Please check at the bottom of the overview page of the hotel in the "Hotel Policies" section for 'Accepted credit cards'.
Can I pay for my stay in advance?
Please note that such arrangements depend on each hotel's policy. Therefore, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.
Can I pay for my stay at the hotel with a different credit card than the one used to guarantee the reservation?
As the credit card details are only needed for guarantee purposes, you can pay at the hotel using the payment method of your choice.
My credit card has been charged. How can I get a refund?
Booking.com never charges our guests' credit cards. The charge has been performed by the hotel. Therefore, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.
I do not have a credit card. Can I still book a room?
Unfortunately all hotels require a credit card to guarantee a reservation. We are not able to process any reservation without a credit card.
Is it safe to fill in my credit card number? How secure is the Booking.com website?
Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by Thawte. We also use a firewall which protects our servers and network against unauthorised access. In the unlikely event that your credit card were to be misused, we promise to reimburse you the first 50 euros of the cost. The credit card is obliged to pay the remainder.
Reservation Process
How do I know that my reservation is confirmed?
When you have completed the four steps of the reservation process, an instant on-screen confirmation will appear. It will show your reservation details as well as your booking number. We advise you to print it out. Within a couple of minutes, you will receive a confirmation email containing more information such as the hotel's contact details.
Can I book a hotel room by telephone or email?
Unfortunately, we do not take bookings by telephone or email. But if you need assistance of any sort you can always call us during office hours or send an email to customer.service@booking.com.
I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address before finalising your reservation. Also we have noticed that in some cases our confirmation email may end up in your spam folder. If you do not receive an email after you have made a booking, please send an email with your booking number and details to customer.service@booking.com.
How many rooms can I book in one reservation?
A maximum of 10 rooms (if available) can be booked in any one reservation. If you want to make a reservation for more than 10 rooms, please send an email to group.reservations@booking.com. It is not possible to book a meeting room.
Can I book a hotel for day use?
Unfortunately it is not possible to book a hotel for day use. The minimum that can be booked through our website is one night.
Hotel Policies and Facilities
What are the check-in and check-out times of a hotel?
The check-in and check-out times differ. You will find them on the "Hotel Policies" section at the bottom of the overview page of the hotel. If you are going to arrive late or very early, we advise you to let the hotel know in advance using the Remarks field in the reservation form (in English or the language of the hotel if possible), or inform the hotel directly using the contact details you will find in your confirmation email.
How can I request an early check-in or late check-out time?
We advise you to contact the hotel. You will find the contact details of the hotel in your confirmation email.
I will be arriving late in the evening at the hotel. Can I still check-in?
You will find the check-in times on the "Hotel Policies" section at the bottom of the overview page of the hotel. We advise you to contact the hotel to make sure you can check-in late. You will find the contact details of the hotel in your confirmation email.
How do I know if the hotel has parking facilities?
On the overview page of the hotel, in the section 'Travel information', you will find more details about parking facilities at or nearby the hotel. If this information is not specified, please send an e-mail to customer.service@booking.com.
How can I know that the hotel offers a shuttle service and how can I book it?
Please check in the section "Hotel Facilities - Services" whether the hotel offers shuttle service. If so, please contact the hotel directly in order to arrange it, once your reservation has been confirmed. You will find the hotel's contact details in the confirmation email.
How do I find out if a hotel allows pets?
In the search menu on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "Pets allowed" or "Family rooms."
How do I find out if a hotel has a certain facility, e.g. a lift?
You can check the "Hotel Facilities" on the overview page of the hotel.
What do I do when I have a question about the room or hotel?
We advise you to contact the hotel via the Remarks field on the reservation form (in English or the language of the hotel if possible) or send a message to: customer.service@booking.com.
Cancellation
How can I cancel or change my booking?
You can cancel your reservation or send us a request for a modification by clicking on the link at the bottom of your confirmation email.
Do I pay a cancellation fee?
Booking.com will never charge you a cancellation fee. However, in order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of the hotel. You will find the cancellation policy on the "Hotel Policies" section at the bottom of overview page of the hotel.
How do I know that my booking has been cancelled?
After you have cancelled your reservation you will receive an email to confirm your cancellation. If you do not receive the cancellation email, please send an email with the details of your reservation to customer.service@booking.com.

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FAQ - Reserving a hotel from PTQV system

FAQ - Reserving a hotel from Netmedia system

FAQ - Reserving a hotel from Booking system

FAQ - PTQV

FAQ - NETMEDIA

FAQ - Booking

Searching

Room Types

Pricing

Credit Cards and Payments

Reservation Process

Hotel Policies and Facilities

Cancellation