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What is the best customer service number for

*This website advises that calls to 084 numbers cost 7p/min plus your phone provider’s access charge. is a website which allows customers to book deals on hotel and holiday home accommodation, flights and other travel methods in towns and cities all over the world, for a variety of budgets. The site is primarily aimed at individual travellers and holidaymakers, but there is also a Business section of the site which allows firms and companies with a regular or frequent need for travel and accommodation to book as an entity and receive specific deals and benefits as a result.

Tips for Calling Customer Service Number

The local phone number and the international English language customer service helpline are open 24 hours a day. Before you contact the helpline, you might find it helpful to have to hand:

• Your email address and other account login details, such as your password
• Booking reference and PIN code (which can be found on your confirmation email)

You can also request your confirmation email to be resent if you have not received or accidentally deleted it.

There is a booking app for Smartphones and tablets, which can be downloaded directly from the customer services site by entering an email address or mobile phone number, or by directly scanning a QR code. The app allows customers to use their Smartphone or tablet directly as a boarding pass or ticket without needing to print out hardcopy tickets or booking confirmations, get directions to their accommodation directly in unfamiliar cities, receive any updates on their bookings directly while travelling, and make bookings through their mobile device without needing access to their credit or debit card.


Can I change or cancel my reservation through customer service?

The easiest way to change or update your reservations is by picking up your phone to call contact number and talking to a representative.

If I need to change or cancel my booking, will there be a fee?

As a general rule, bookings can be changed or cancelled without any additional fees up to 24 hours before booking-in time. Any rooms with special policies in this regard (particularly including Special Deals) will have this information included in the booking confirmation email.

Can I pay for my stay with a credit card other than the one used to make the reservation?

Although most accommodation providers will generally accept payment by any valid payment method, including cash, it is worth placing a quick phone call to the helpline to confirm before your trip to make sure they accept your intended payment method.

What are the check-in and check-out time for my hotel?

Look on the Hotel Policies section at the bottom of your hotel’s page on their site or your confirmation email for this information.

Is it possible to cancel my reservation?

Yes. You can cancel your reservation via your online account or by calling the customer service number. The cancellation fee often depends on your host’s cancellation policy, which can usually be found on your confirmation email. You may have to pay a fee, depending on how much notice you give the host. However, if you have made a ‘free cancellation’ booking, you should not be charged a fee for cancelling. Once you’ve made your cancellation, you should receive a confirmation email stating that your booking has been cancelled.

What is a ‘prepayment’?

A ‘prepayment’ is a charge made to your card (or another form of payment) before your stay. This charge is made to confirm that your payment method is valid ahead of time. Not all properties charge you a ‘prepayment’ fee. You can find out your reservations charging policy on your confirmation email or by calling the telephone number.

What fees does charge?

The company states on their website that they do not personally charge any booking fees. If there are any extra charges on your booking confirmation or receipt, these are being charged by the property you have booked with.

What fees will the property I’m staying at charge?

The fees and taxes you are charged vary depending on your property’s policies. You will usually be able to see a breakdown of any taxes or fees charged on your booking confirmation email. If money has been paid to the company earlier than you expected, you may have been charged a prepayment, deposit or preauthorisation (a hold an a certain amount of money on your credit card until you have paid the property in full).

How can I make a change to a reservation I’ve made?

Log in to your online account on their website or follow the relevant link in your booking confirmation email. In many cases, you can edit a number of booking details, such as check-in times, dates, room types, guest details and payment details. However, keep in mind that not all properties allow you to make changes to your booking. Contact’s customer service department with additional queries.

How can I use the ‘Booking Assistant’?

The Booking Assistant is a free online tool that customers can use to send and receive messages from the company. The tool is available 24/7 and allows you to make requests for future bookings, such as parking spaces or extra beds. The Booking Assistant should appear automatically on their website and app, as long as you are logged in and have a future reservation in place. Of course you can always call the number listed above if your prefer to speak to an agent.

Do I Need a Credit Card to Make a Reservation?

Sometimes. Most hotels require valid credit card details to be entered in order to make a reservation. This does not necessarily mean you will be charged on this card, in many cases it is just an extra assurance of payment for properties. The number of properties that do not require a credit card to make a booking is growing, so you may not need to enter card details for all bookings.

I will be arriving outside of check-in hours – can I still check in?

To find out if you can check in outside of check-in hours, you may need to contact the property directly. In many cases, you can include your arrival time in the information you submit when making your reservation. However, the property owner still needs to confirm and accept your request.

Can I request a ‘smoking’ room?

If the property you would like to reserve allows smoking, this should be stated on the relevant room details and you should be able to book a ‘smoking’ room. If there are no ‘smoking’ rooms available, you will not be able to smoke in the room.

Can I Bring My Pet to A Property?

It depends entirely on the property you have booked. You can find out the hotel’s policies on pets in your booking confirmation.

Can I cancel my hotel booking?

In most cases, yes. Each property or hotel has its own cancellation policy, so you will need to check this to find out more information about the specific terms and conditions on cancellation.

In some cases, you may be charged a fee, or a portion of the hotel cost could be withheld. Generally, customers may be charged a fee when the hotel doesn’t have a free cancellation policy or when the date of their cancellation is too close to the date of booking.

How much will I be charged for cancelling?

How much you will be charged depends on the hotel’s cancellation policy. If you made a booking with ‘free cancellation’, you should not be charged for cancelling.

However, if you did not make a booking with ‘free cancellation’, the fee will usually depend on how soon the booking is – often with the sooner the booking being, the higher the fee.

You should be able to find out the exact cost of the fee by checking the hotel’s cancellation policy via your online account or in your booking confirmation email.

What happens if I cancel a ‘non-refundable’ booking?

If you cancel a ‘non-refundable’ booking, you will likely be charged a fee. Just like any other booking, you can find the exact details of the fee in the hotel’s cancellation policy in your booking confirmation email.

How do I know my cancellation has gone through?

They send customers a confirmation email after a cancellation. The company recommends getting in touch with the hotel directly if you have not received a cancellation confirmation email within 24 hours. Keep in mind, the email could be in your ‘spam’ folder.

Why do I need to enter my credit card details for some bookings?

You may need to enter your credit card details for certain bookings, even if you are not paying by card, to confirm that you have a valid method of payment and sufficient funds. You may be charged a preauthorisation/prepayment fee, which is a temporary hold of the money owed to the hotel.

Depending on the type of booking and the hotel itself, this money may be returned after you pay with another method of payment, or it may be taken as payment at the time of your booking.

I’m paying for my booking by card – when will I be charged?

When you are charged for your booking depends on the hotel’s payment policy. In some cases, the payment may be taken from your card immediately, in order to pay in advance.

In other cases, your card could be charged a preauthorisation/prepayment fee – a temporary hold on the hotel cost until the time of payment. And in some situations, you will pay for the booking with your card when you arrive at the property.

If you would like to find out exactly when and how you will be charged by card, it’s recommended that you get in touch with the hotel directly.

Can I pay with a different card than the one I booked with?

Usually, yes. Most properties will allow you to pay with a different credit card to the one you booked with once you arrive at the property.
In some cases, you may even be able to pay in cash upon arrival. However, this is up to each individual hotel to decide, and some hotels may refuse a different credit card to the one you booked with.

Are there any extra fees on

The company itself does not charge any extra fees to its customers. However, the hotel may charge extra fees.

In some cases, taxes may not be included in the price shown on their website – check the small print or hotel booking details before making your reservation to check whether you will be charged any extra fees. You can also find out about extra costs by checking the hotel’s terms and conditions in your booking confirmation email.

Can I make changes to my booking online?

Yes. There are a number of changes you can make to your booking via their website.

In general, you should be able to make cancellations, change booking dates, change check-in/check-out times, change room or bed options, change credit card or guest details, and add extra rooms or meals. Customers can also make written requests and contact the hotel directly via the online system.

Where can I find the details of my booking?

All the details of your booking can be found in your confirmation email. You can also find details of past and future bookings by logging in on their website.

What happens if I’m arriving outside check-in hours?

The hotel itself decides on check-in and check-out hours as well as how to accommodate guests outside of check-in hours. To find out if you can check-in at a specific time, contact the hotel directly or use the ‘Special Requests’ section on the reservation page.

How can I get an invoice for my stay?

If you need an invoice for your stay, you should request one from the hotel directly.

What different room types are available?

The most common types of rooms available are single, double and twin. A single room usually has one single bed and can only be used for one person.

A double room usually has a double bed, and a twin room usually has two single beds. Keep in mind, you may have to state there will be two guests for double/twin rooms, as there could be an extra charge for a second person.

There are a number of other types of rooms available on their website, such as dorm rooms and family rooms. Make sure to check the room details of the booking if you are not sure what type of room it is.

Who can I receive emails from via

Customers can receive emails from the company itself as well as the properties they have booked with. However, emails received from the properties will be via an alias email sent through them for security reasons.

For this reason, the emails customers receive from hotels will usually end with: ‘’. This system means that your email address is not shared publicly, and it allows them to monitor correspondence for spam or dangerous file types.

However, unwanted emails may occasionally reach customers. You can report suspicious correspondence by clicking the ‘report’ link at the bottom of the email.

What is the ‘Booking Assistant’ and how can I use it?

The Booking Assistant is a virtual customer service tool available on their website. Customers can use this tool to get help and support with future bookings.

To use the tool, simply go to their website or app, and you should automatically be given the option to use the tool.

Simply type in a question or request and the Booking Assistant should be able to help. Keep in mind, the tool will only work if you have a future booking with them. The service is free and available 24 hours a day.

What are the prices shown on

When you search for accommodation on their website, the price shown is usually the price of the room for the entire duration of your stay.

Occasionally, the price shown may not be for the room for the entire time, in which case this should be explicitly stated on the hotel’s booking details page.

Is breakfast included in bookings?

This depends entirely on the hotel itself. Some hotels offer breakfast, others don’t. If breakfast is included in the price of the booking, it will be clearly stated on the hotel’s booking details page.

In some cases, you may be able to choose whether you would like breakfast to be included in your booking or not.

How can I use discount vouchers for my booking?

Discount vouchers for hotels found in magazines or at shops usually cannot be used to pay for bookings on their website.

To use these vouchers, you may need to contact the property or the voucher issuer directly for advice.

Is there a charge for children staying at hotels?

Each property has their own terms and conditions on children staying at the hotel. Some properties will allow young children to stay free of charge, others may charge a fee.

There will also be some hotels that provide cots or temporary beds for children. However, to find out if a hotel caters for children and if there are any charges, you will need to check the booking details or contact the hotel directly.

Alternatively, customers can request an extra bed/cot in the ‘Special Requests’ section of the online booking form. If you have already made a booking and you need to request an extra bed/cot, you can do so on their website or by clicking the relevant link in your booking confirmation email.

Do I need a credit card to make a booking?

In most cases, you will need a credit card to reserve a hotel. Though, there are some hotels that don’t require credit card details to book. If you enter your credit card details for a booking, this doesn’t necessarily mean you will have to pay with this card – it’s often just used as a method for hotels to guarantee that they will receive payment.

What is ‘preauthorisation’?

Preauthorisation is a temporary charge to your credit card. If you have been charged a preauthorisation fee, there may not have been a direct charge made to your card, but there could be less money in you bank account’s ‘available balance’.

This money is being temporarily held by the hotel. The money will be released after a certain period of time, usually decided by your credit card company or the hotel your booking is with.

What is a ‘prepayment’?

A prepayment is a kind of deposit made by card. Some properties will request a prepayment to be made to guarantee your reservation. The exact terms and conditions of the prepayment will be stated on the hotel’s booking details page of their website as well as in your booking confirmation email.

If the hotel you book requires a prepayment, this should automatically be taken from your card after you make the booking. If the booking in question offers ‘free cancellation’, the prepayment should be returned to your credit card upon cancelling the booking.

What should I do if I think I’ve been unfairly charged by

If you believe your credit card has been charged more than the amount it should have been, double check your booking confirmation as well as any extras that you may have been charged for.

If you cannot see any reason for the amount you have been charged, get in touch with the customer service team.

Can I smoke in the room?

Many hotels offer smoking rooms and non-smoking rooms – if you would like to smoke in your hotel room, make sure to click the ‘smoking room’ option.

If the hotel does not offer the option of a smoking or non-smoking room, you can request a smoking room in the ‘Special Requests’ box of your reservation. However, keep in mind, not all hotels will offer smoking rooms.

Can I bring my pet to the hotel?

Some hotels will allow customers to bring pets with them. You can find out if your hotel allows pets in the ‘Hotel Facilities’ section of the hotel’s reservation page.

If you would like to bring your pet to the hotel, you are recommended to mention this in the ‘Special Requests’ section of your booking.

How can I find out what facilities my hotel has?

The facilities on offer at each hotel should be clearly stated in the ‘Hotel Facilities’ section of the hotel’s booking details page.

This should include both essential and non-essential facilities, such as lifts, parking and swimming pools.

About started in 1996 and is part of The Priceline Group, a group for travel deals which also includes Kayak,, and Open Table.

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