FAQs

FAQs

Cancellation

Can I cancel my booking?

Yes! Any cancellation fees are determined by the property and listed in your cancellation policy. You will pay any additional costs to the property.

If I need to cancel my booking, will I pay a fee?

If you have a free cancellation booking, you won’t pay a cancellation fee. If your booking is no longer free to cancel or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property. You will pay any additional costs to the property.

Can I cancel or change my dates for a non-refundable booking?

Changing your dates for ‘Non-Refundable’ bookings isn’t possible. If you choose to cancel your booking, you may incur charges. Any cancellation fees are determined by the property. You will pay any additional costs to the property.

Where can I find my property’s cancellation policy?

You can find this clearly detailed before you confirm any stay and once again detailed on your booking confirmation.

How do I know if my booking was cancelled?

After you cancel a booking with us, you should receive an email confirming the cancellation. Check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, please contact the property to confirm they got your cancellation.

Payment

Who is going to charge my credit card, and when?

You may be charged a prepayment according to the property’s prepayment policy. This is done to verify your credit card, where a temporary hold is placed on an amount until after check-out. It’s best to contact the property for any charging queries.

What’s prepayment?

Some properties require a prepayment. The prepayment is an amount charged by the property, ahead of your stay. The date of the payment, and how much is charged, depends on the property’s prepayment policy.

What fees are included or excluded from my booking?

arrangeMY does not charge a booking fee. Any additional charges or taxes you do see are defined by the property and local tax rules.

Can I pay for my stay in advance?

Possibly, but it’s up to the property.

When will I be charged?

It’s up to the property and depends on your payment policy. It’s best to ask the property directly.

Can I pay for my stay with a different credit card than the one used to book?

Very likely, yes. Properties usually accept payment for the stay with a different card or cash. To confirm that paying with a different credit card is OK, contact the property.

Does the property need a deposit or a payment in advance?

It depends on the booking’s payment policy.

Why do I need to provide my credit card details?

Properties request this to confirm your reservation. You may be pre-authorised* to ensure that your credit card is valid and has sufficient funds, or in some cases, your details are used to pay for your stay when you book.

*A pre-authorisation is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, which depends upon the property and your card provider.

The property charged me; what should I do?

Depending on the booking’s payment policy this charge may be either of the following:

A pre-authorisation, which is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, which depends upon the property and your card provider.

A deposit or prepayment, which are required by some properties when you book. This is highlighted in your confirmation email. If you are eligible for free cancellation, this amount is returned to you when you cancel your booking.

Are taxes included in the price?

This depends on the property, the room you booked and the local tax requirements. You can see any additional taxes in your booking’s price details.

Booking details

Can I make changes to my booking? I.e., change dates

Yes! You can make changes to your booking from your confirmation email or email bookings@arrangeMY.com. Depending on the property’s policy, you can do the following:

  • Change check-in/out times
  • Change date
  • Cancel booking
  • Edit credit card details
  • Change guest details
  • Select bed type
  • Change room type
  • Add a room
  • Add a meal
  • Make a request

How do I get more information about the room or property’s facilities?

You can find the room and property facilities in your booking confirmation.

I will be arriving outside check-in hours. Can I still check-in?

This depends on the property who will do their best to meet your needs, but cannot guarantee your request.

I can’t find my confirmation email. What should I do?

Please email us at bookings@arrangeMY.com. Be sure to check your inbox and spam/junk mail folders.

How can I get an invoice?

The property can provide you with an invoice for your stay, so please contact them directly.

Will I pay the full price for my child(ren)?

Additional costs for children, if any, are not included in the reservation price. Please check with the property directly to see if and when you’ll pay for your child(ren).

Can we get extra beds/cots for my child(ren)?

It depends on the property’s policy. Additional costs for children, including extra beds/cots, are not included in the reservation price. Please contact the property directly for this information.

What’s the difference between a Double room and a Twin room?

A Double Room has one double bed and a Twin Room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. The property will do its best to accommodate your needs.

Room types

We have children; can we get extra beds/cots in the room?

Information regarding children and extra beds/cots is located under ‘Hotel Policies’, please take note of the following:

Added costs for children, if any, are not included in the reservation price.

During the online booking process please place your request for any extra bed/cot in the Special Requests box provided.

We advise calling the hotel prior to arrival to guarantee your request.

What’s the difference between a Double room and a Twin room?

A Double Room has one double bed and a Twin Room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bedding preference in the ‘Special Requests’ box during the booking process

What is a “non-refundable” or “free cancellation”?

Every room has a different policy set to it (by the hotel).

A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your confirmation.

Free cancellation means you can change or cancel your booking free of fees, if done within time period set by the hotel. This is written in the room conditions and in your confirmation (for example “Cancel up to x days” or “Cancel before dd/mm/yy hh:mm”).

Pricing

What does the price include?

The price will include the board basis as booked and VAT (unless detailed otherwise). As a rule of thumb if something is not clearly detailed then its not included.

Are the prices shown per person or per room?

The price we show is for the room, unless otherwise stated in the room type and description.

Are taxes included in the price?

This depends on the hotel and room type selected.

Is breakfast included in the price?

This depends on the hotel and the room type.

Do I pay a reservation fee to arrangeMY?

No, we do not charge any fees at all.

Credit Cards

Can I make a reservation without a credit card?

A valid credit card is needed to guarantee your reservation with most hotels.

The property has charged my credit card, what should I do?

The charge you see could be any one of the following:

Pre-authorisation: A pre-authorisation is just a validity check that temporarily blocks on your credit card an amount roughly equivalent to the cost of your reservation. The amount will be unblocked after a certain time period. How long this takes will depend on the property and your credit card provider.

Deposit or Prepayment: Some properties require a deposit or prepayment at the time of reservation. This policy is clearly highlighted during the reservation process, and you can see it in your confirmation email as well. If you are eligible for free cancellation, this amount is returned to you if you choose to cancel your reservation.

If you feel you have been charged in error, arrangeMY Customer Service team is happy to find the best possible solution for you. Please contact us with your reservation number and details of the charge made, and we will follow up on your behalf.

Can I use a debit card to complete my reservation?

Generally hotels cannot accept a debit card to guarantee a booking. However, there are some exceptions. If your chosen hotel can accept a debit card, you will see this option when making your booking.

What is a pre-authorisation?

When you make a reservation, there may be instances where the hotel will contact your credit (or debit) card company to confirm that the card you are using is valid and hasn’t been reported lost or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorisation of the full amount of your reservation.

The hotel, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions linked to your booking.

What’s the difference between a pre-authorisation and an actual charge to my credit card?

Pre-authorisations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorisations are temporary holds. The length of the hold will vary, and your credit card company can advise how they handle this.

How will I know if my card has been pre-authorised?

Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card had been pre-authorised, both the hotel and your credit card company can verify this.

How long will the pre-authorisation hold affect my available balance?

Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorisation procedures. These terms vary across the board, so it’s best to contact them for specific details.

Will the hold always equal the exact amount of my reservation?

In most cases, the hotel will pre-authorise your card for the full amount of your reservation. On occasion, you may see an amount slightly higher than the rate booked via arrangeMY. If this does happen, the hotel can explain why this has occurred.

Will this happen with all bookings made through arrangeMY?

Hotels reserve the right to pre-authorise your card, but this doesn’t mean it will occur with every booking. Don’t worry, if your card is pre-authorised, both the hotel and your credit card company is there to help. They may also be able to assist you with removing these holds sooner.

Can I make a reservation for myself using someone else’s credit card?

Yes, you can but only if you have permission from the card holder. Please state this in the “Remarks” box when making your reservation. The hotel may require authorisation from the card holder. Please also note that in the case of a No Show, late cancellation any penalties will be charged to the card provided.

Why do I need to give my credit card details?

In most cases, arrangeMY requests credit card details to confirm your reservation with the hotel, on your behalf. Your credit card may be checked (pre-authorised) to ensure that it is valid and/or that sufficient funds are available. After the check, the full amount will be available to you again. In some cases, your credit card details will be used to process the payment for the reservation at the time of booking. Your credit card will only be charged if you have requested a pre-paid room or if the cancellation policy has not been followed.

Which credit cards can I use to complete my booking?

All hotels accept:

MasterCard

Visa

Some hotels also accept other credit cards, such as American Express

Are my credit card details safe?

Yes. We are fully PCI and GDPR compliant using secure connection for your booking:

Property policies

I will be arriving earlier/later than the stated check-in time. Can I still check-in?

You can contact the property directly, using the contact details found in your booking confirmation.

Please note that the property cannot always accommodate this request; they will be happy to let you have your room early if there is availability, but there may be nobody to welcome you if you arrive late at night at a remote apartment. It’s always best to check with the property directly in this case, to avoid any disappointment.

What are the check-in and check-out times of a hotel?

Check-in and check-out times differ for each hotel. Please check with the hotel directly for clarification

A late check-out can only be arranged with the hotel and usually depends on availability at the time of your stay. You can ask about the possibility at reception upon arrival.

I want a smoking room however I can only choose a non-smoking room. How can I request a smoking room?

If there are no smoking rooms listed it means that the hotel does not allow smoking in rooms.