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FAQ |
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| How far in advance can I make a hotel booking? |
| You must make your booking at least 72 hours prior to the check-in date. After this time we will be unable to process your booking request. If the check-in date is within 72 hours all hotels on the website will be shown as Unavailable. |
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| How can I check hotel availability? |
| When searching our database, you will see the BOOK button on each hotel information page. If the button is RED, it means the hotel is currently available to book now and you will receive instant confirmation. If the button is BLUE it means the hotel is 'On Request'. |
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| Can I make my hotel booking by phone? |
| While the GTAhotels.com website was designed to give customers an easy way to shop and reserve hotel rooms online, we understand some guests prefer a more personal touch. Our reservation representatives will be pleased to complete your booking over the phone. 44-207-019-6324 (World Wide) & 1-877-285-5835 Toll free (US) |
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| The hotel I am interested in booking is ‘On Request’. What does this mean? |
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 48 hours excluding weekends. Disclaimer: While we will try to process your request within 48 hours, occasionally we are unable to do so. The reason for a delay in response could 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 this time you can check on the status of your booking request through the ‘My Bookings’ 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 authorisation to charge your credit card. |
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| I made an ‘On Request‘booking and received an e-mail advising an alternate hotel. Do I have a room at the alternate hotel? |
| This means that the hotel you originally requested is now fully booked and we were unable to obtain any extra rooms. In order to assist you in securing accommodation, we have suggested an alternate hotel. Unless stated, no room is being held for you. Please reply to this mail to let us know how you wish to proceed. |
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| I made an ‘On Request’ booking and received an e-mail which advised alternate hotels with an URL. What does this mean? |
| This means that there are still available hotels on our web site. By clicking this URL you will have the chance to see hotels whose ‘BOOK’ button are RED and book a hotel with Instant Confirmation. It may occur that the hotel you originally chose still appears as ‘On Request’. In this case, the hotel has not been removed and is still fully booked. |
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| When I search for a hotel in a particular city, it says ‘There are currently no hotels available in the city you requested.’ What does this mean? |
| All hotels are fully booked for at least one of the dates you selected. This usually occurs during high season or over a special event period. If you complete the Special Request booking form we will make a separate search and advise alternate possibilities where available. |
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| How can I check on my existing booking? |
| Go to the ‘My Bookings’ section of our website. From here you can view all e-mail correspondence, cancel or amend your booking, print out your voucher and once your booking has been finalised you can print out your invoice. |
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| What is a “Pre-paid” accommodation voucher? |
| 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 link and print another copy of the Voucher. |
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| What happens if the hotel cannot find my booking when I arrive? |
| The first step is to contact the Reservation Manager at the hotel so that the situation can be resolved straightaway. 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. |
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| I have my pre-paid accommodation voucher, but when I called the hotel directly to check on my reservation, the hotel informed me they did not have a booking in my name. What do I do now? |
| 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 hotels 5-7 days prior to check-in. 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. |
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| What are your booking terms and conditions? |
| To read our Booking Terms and Conditions, please click here. |
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| My check-in date is months away. Why should I have to pay now? |
| The special arrangements we have with hotel partners that make our rates so competitive require payment at the time of confirmation. |
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| Can I request a specific room type when I book? |
| Requests for specific room types such as Non-smoking, high floor, etc. can be made at the time of booking, but are not guaranteed by Gtahotels.com as room allocation will be handled by the hotel. |
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| I need to arrange car parking at the hotel. How much does this cost? |
| For car parking arrangements, please contact the hotel directly. The contact information can be found on your pre-paid accommodation voucher. |
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| How can I book a shuttle service from the airport to the hotel? |
| Please contact the hotel directly. The contact information can be found on your pre-paid accommodation voucher. If the hotel provides a shuttle service, this will be shown on the voucher. |
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| How can I obtain an invoice for my hotel stay? |
| Once you have completed your stay at the hotel, you will be able to print out your invoice through the ‘My Bookings’ section of our website. |
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| I have not received any e-mails from you. |
| All of our clients will receive a confirmation e-mail from us in addition to the online confirmation message. If you have not received any e-mail correspondence it is possible that your mail server has blocked or filtered our e-mail. Should this happen, you can check all e-mail history from the ‘My Bookings’ section of our website. |
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| When will my credit card be charged? |
If your chosen hotel has Instant Confirmation, which you will see if the ‘BOOK’ button is red, your credit card will be charged immediately after you have agreed to our terms and conditions by clicking the submit button to complete your booking. Your Confirmation and Pre-Paid Accommodation Voucher will be sent to the e-mail address you provided. You will also see your confirmation details on the final booking screen.
If the hotel you have chosen is ‘On Request‘(showing a blue ‘BOOK’ button), your credit card will not be charged until the booking has been confirmed to you and we have received your authorisation to charge your credit card. |
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| Which credit cards do you accept? |
We are happy to accept Visa, MasterCard, and Diners Club.
Please be advised that if you submit to us a Diners Club credit card for payment, the transaction will be charged in a different currency to the one in which your booking rates were quoted. The cost of your booking is converted using our bank's exchange rates on the day of the transaction. Gtahotels.com can not be held responsible for currency exchange rates or bank surcharges. |
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| I don't have a credit card. Can I pay cash to the hotel upon my arrival? |
| We do not accept payment by cash on arrival at the hotel. All bookings through our company require pre-payment by credit card only. |
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Are your rates per person or per room? |
| The rates you see on our website are per room per night and include breakfast. Please make sure you select the correct room type(s) for the number of persons traveling. |
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| CANCELLATIONS & AMENDMENTS |
| How can I amend or cancel my booking? |
| All cancellations and amendments must be made by e-mail or fax or online through the 'My Bookings' section of the web site. GTS is neither responsible for nor bound to pay for any changes or cancellations to reservations made directly to the hotel. Please make sure you are familiar with our cancellation and amendment policy. |
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| What is your cancellation and amendment policy? |
1. All cancellations and amendments must be made by e-mail, fax or online through the 'My Bookings' section of the web site. GTS is neither responsible for nor bound to pay any changes or cancellations to reservations made directly to the hotel.
2. No penalty for cancellations or amendments up to 72 hours prior to initial check-in time, defined as 12:00 noon destination time on date of initial check-in.
3. Cancellations made within 72 hours of the check-in date will be assessed a one night room rate, plus applicable taxes and fees. No cancellations on or after check-in date. No refunds for no-shows or early checkout.
4. Amendments are subject to availability at any time. Within 72 hours of check-in time and subject to availability, only requests for extension may be granted. |
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| How can I be sure that your website is complying with the highest security standards? |
| Gtahotels.com is a trusted VeriSign secure site. We use VeriSign digital certificates with all transactions. You may verify our status with VeriSign independently by visiting the VeriSign website. Our security includes 3D secure with Visa and Mastercard SecureCode technology which ensures that credit card transactions on the internet are authorised by the cardholder. |
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| How does your website protect my credit card and personal information? |
| The Secure Socket Layer (SSL) technology we use on the website 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. Gtahotels.com guarantees that all sensitive information – such as name, addresses, and credit card numbers – will be protected with the best SSL encryption available when exchanged over the internet. |
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| What are the Verified by Visa and Mastercard SecureCode, and how do they benefit me? |
| VisaVerified and MasterCard SecureCode are technologies ensuring that credit card transactions on the internet are authorized by the cardholder. They help to protect both merchants and consumers from fraud and other unauthorized credit card use. When you make a purchase on our website, you will be connected directly to the Verified by Visa (or MasterCard SecureCode) website to authorize your transaction. For more information on these technologies, visit the Verified by Visa or MasterCard SecureCode websites, or contact your card’s issuing bank. |
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