Customer Service

Please note that the processing of requests currently takes significantly longer than usual due to the COVID-19 coronavirus outbreak.

Be sure that we make every possible effort to help you manage your booking and stay flexible in such uncertain circumstances. Thank you for your understanding and patience.

Need help? Browse our FAQ

Can I book a room if I don’t have a credit card?

Yes, you can make a reservation by using another person’s card (with the cardholder’s permission only).

Why do I need to give my credit card details?

Your credit card details are requested to confirm and guarantee your reservation.

  • If you choose “1EUR deposit” or “Prepayment required” rate, the amount is withdrawn from your card to pay for the reservation.
  • If you choose “Pay at the hotel” rate, the amount may be temporarily blocked on your card to cover “late cancellation” or “no-show” fees.

When do I pay for my stay?

The time of payment depends on the conditions of the reservation you make. This information is provided in Terms of payment on the booking page. You can also find it in your confirmation email.

How can I be sure that my reservation has been confirmed?

Once you make a reservation, you will see a confirmation page with your booking number and PIN code. It means the hotel has received your booking details and confirmed your reservation.

In addition, we will send you a confirmation on your email.

I have not received a confirmation email after I made the reservation. What should I do?

Please check whether you have entered your email address correctly.

Then, check both your inbox and spam folders for the confirmation email in case it was marked as spam or junk.

You can also log in to My Bookings using your booking number and PIN code, which you received once you have finished the reservation, and check your confirmation there.

During the entire reservation process, we use the world-known security technology to protect your personal and card details, namely:

  • HTTP Secure (HTTPS), which guarantees secure communication over a computer network online. The HTTPS communication protocol is encrypted by Secure Sockets Layer (SSL) to ensure the protection of the privacy of the exchanged data between clients and our servers.
  • PCI DSS certification, which is an information security standard created to increase controls around cardholder data and reduce credit card fraud. It is applied to organisations that handle such credit card brands as MasterCard, Visa, American Express, etc.

Yes, it is possible. There are two options:

  • If you made a “1EUR deposit” reservation, then go to My Bookings page, enter your booking number and PIN code, choose Manage payment and enter your new card details.
  • If you made a “Pay at the hotel” reservation, then you need to contact the hotel directly.

You can find a general cancellation policy at the bottom of the hotel page.

In order to check the cancellation policy of a particular reservation, please enter your dates in the Availability box and click on either Search or Check availability.

Once you have made a reservation and received a confirmation email, you can find the hotel cancellation policy in Your booking details section.

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