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Apartments Visas Transfers Train tickets About us Contact us Terms and Conditions Payment Options Useful Information Testimonials FAQ Check your order  Email us. Please address your email to the correct department below. Hotels Short term apartments Visas Tours and city excursions Train and Plane tickets All other inquiries
Libby Beeching, Australia: We have been very comfortable at Northern Lights Hotel. The room is very spacious, clean and warm. The staff are friendly and helpful and speak excellent English. The hotel is more ...
Michael Werner, Family with young children, United Arab Emirates: Wonderful experience, welcoming and helpful. I´ll recommend to others, and we will seek your services if ever we return to St. Petersburg. more ... Robert Charlton, USA: Hi Liza, I just wanted to drop you a line and to say I was very happy with the service you provided, especially when there was a problem with my transfer more ... LIM SIEW K, Singapore : Daria, Thank you very much for your quick reply to my emails. Excellent service. Best Regards more ... John Walker, UK: Zdravstvyite Alina! Thank you so much for getting our tickets! I am so happy that everything is now in place and we are now ready to come to Russia! Please can more ... |
Home » FAQ
FAQ
I would like to use your services but at the moment I can’t pay with my credit card. Can I use someone else’s credit card? For security reasons we prefer that people pay for our services with their own credit cards. However, it is possible to have someone else pay for you if this person fills in, signs and sends us a credit card authorization form (please, ask our managers to send you authorization form). I want to pay by bank transfer. Please advise the best way. If you’d like to pay by bank transfer please contact us and we will send you an invoice with our bank details. All bank transfers should be made at least 21 days before your check in date. Do you add additional fees for payments by credit cards? Because of specific taxes and banking costs, we charge an additional 5% service fee for credit card payments by Diners and American Express Cards. Can I pay by credit card for the balance of your services when I arrive at the hotel? If “credit card guarantee” is stated as the payment option for the particular hotel that you have chosen, you will have to pay for your entire stay either by credit card or by cash at the hotel’s front desk. For all other hotels we require 100% prepayment by credit card at the time of booking the service, for apartments we frequently only require a deposit which is a percentage of the cost of your stay usually ranging between 15% - 50%. We then require that the unpaid balance for the service be paid in cash at check in. What does credit card guarantee mean as a payment option? For some hotels in our system, prepayment is not necessary and only a credit card guarantee is accepted. For these hotels on booking you will be asked to enter in your credit card information over our website. Your card will not be charged unless you decide to cancel your reservation in violation of the cancellation terms of the hotel or if you fail to arrive at the hotel. At that time, your card will be charged in accordance with the particular hotel’s cancellation policy. Otherwise, the total amount for your stay will be due on arrival at the hotel. Are payments and personal information that I enter over the Internet onto your site secure? Our company uses the latest technology in Internet payment security, therefore you can rest assured that our site is 100% secure. We use SSL Secure Server Encryption to make sure that your credit card data is safe when making payment. Our company never will give out or share any of our customer’s personal data. Hotel booking What documents do I need to check into the hotel? The hotel confirmation voucher that our company sends to you and your passport are enough. The most important information in your voucher is the confirmation number. So even if you don’t have a voucher but know the confirmation number, this is usually enough. However, some hotels do not issue reservation numbers, in this case, use your first and last name is enough. How will my hotel confirmation voucher be delivered to me? We can either send it to you by email (as an attached file) or by fax – original hotel confirmations are not needed, copies are fine. Is it possible for 2 people to stay in a single room? Unfortunately this is not possible. Only one person can be accommodated in a single room. This room is intended for single use only. Is it possible to request a no-smoking room? In some hotels this is possible but not in all of them – this is a situation very specific to some Eastern European countries such as Russia and the Ukraine. Please ask us in the comments section of your inquiry form and we will do our best but unfortunately, there are no guarantees. Are the rates on your site per person or per room per night? All the rates quoted on our site are PER ROOM for the duration of the WHOLE STAY requested. All prices include service and local taxes. What is the difference between "Instant Booking" and "On Request" confirmation? "Instant Booking" confirmation indicates that your request is instantly available at the hotel. If booked, these can be confirmed in seconds. "On Request" confirmation is where we have no pre-assigned rooms available that match your requirements and need to request room(s) for you directly from the hotel. If you book a hotel showing "On Request", we contact the hotel on your behalf and you will receive a reply to your request within 48 hours. How do I know if my hotel reservation is confirmed? If you book a hotel that is showing "Instant Booking" confirmation, you will receive a confirmation email within a few minutes. If you make an "On Request" booking, assuming the hotel is able to accommodate your request, you will receive a confirmation email from us within 48 hours. Confirmation emails will include full booking details and confirm the price you have paid or the total amount due for the entire stay. If an "On Request" booking cannot be confirmed by the hotel, we will advise this to you by email within 48 hours and suggest alternative hotels. Do I need to confirm my booking with the hotel directly? No. The booking confirmation sent to you from Best Hotels Europe is all that you need. How do I use “My Order”? To access the details of any of your bookings please click on the My Order link on the top of the menu of any page on our site. To amend or modify the booking details AFTER YOU HAVE ALREADY SUBMITTED YOUR ORDER i.e. booking name/dates of stay/number of nights please contact your order manager or another of our customer representatives. Please note that all amendment requests are subject to availability and that charges may be applied for decreasing the number of rooms or nights. Please refer to our Booking Terms for full details How much will I be charged if I cancel a booking? Please refer to our Booking Terms for each specific hotel. These can be found on that particular hotel’s information page. What happens if I need a refund? Any refund due will be credited directly to the credit/debit card that was used to pay for the booking What credit / debit cards are accepted? We accept payment by Visa, MasterCard, EuroCard, and UK Debit and Switch cards. How do I get to the hotel? The hotel address is listed on the hotel voucher. It is your own responsibility to arrange travel to and from the hotel. |
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