FAQ (Frequently Asked Questions)

Frequently Asked Questions

General Information

Do you arrange visas for foreign citizens?

If a visitor needs to obtain a visa for visiting Turkey, It is their sole responsibility to acquire a visa personally for the period of their stay.

 

What is the minimum age to be able to check in a hotel?

All hotels on the website require one of the guests to be at least 18 years old.

 

How can I be sure that booking through your website is safe? How does your website protect my credit card and personal details?

Your credit card and personal information is safe with City Hotel Booking. Your credit card details are not stored on our servers. All sensitive data is encrypted via industry standard SSL technology and then transmitted only to authorized recipients with special access rights.

Making a Reservation

How to make a Booking?

Submit your hotel search form our homepage and you can browse through the available hotels in the city of your choice. Click on the hotel name to view more detailed information about the selected hotel. By clicking the BOOK button you can proceed to filling in the reservation form.

On the ‘Reservation Details’ page you will see the summary of your booking and you should fill your contact details. Then you should choose a payment method and accept Terms and Conditions. Please read carefully the Terms and Conditions section and note the cancellation deadline of your booking.  After the registration you will automatically receive a Reservation number and a PIN for your booking.

When you have completed these steps you’ll be redirected to a page where you can modify Passenger Name(s) and enter Credit Card details to secure your booking. Click ‘continue’ to proceed to ‘My booking’ control panel. After completing the hotel booking you are going to receive an e-mail with a booking confirmation.

How many days before my arrival should I make a booking?

You can make a booking a day before your arrival, as long as there is availability at the hotel chosen by you. However, reservations made in the last minute have no cancellation deadline and incur cancellation charges immediately in case of cancellation. For more information please refer to the Cancellation and amendment section.

Can I make my hotel booking over the phone?

City-hotel-booking.com website is designed to provide customers an easy way to book hotel rooms online. We understand some guests may prefer a more personal touch. Therefore, we give  the opportunity to fill out our Contact form or simply e-mail us at info@city-hotel-booking.com and we will get back to you by the phone you have provided. Credit card information provided over the phone is not enough to complete a reservation though as we would need an authorization from the credit card owner, i.e. his/her signature and a copy of both sides of the credit card, too. For further reference please see the ‘Payment options’ section.

Call now our reservation department to make an inquiry or booking over the phone: 00-359-888-31-27-67; 00-359-52-50-30-52.

How can I book 3 or more rooms?

For 10 or more people please click the Contact form button on the left side of your screen and complete the form for a group request.

My computer crashed while I was completing the booking form. Did my reservation go through okay?

Please contact us right away. You can attempt to make a duplicate booking and let us know.

Do I need to reconfirm my booking?

If you have your prepaid accommodation voucher, there is no need to call us or the hotel to reconfirm your booking. All confirmation details are the voucher.

I called the hotel and was told that there wasn’t any reserved room for me. Is it true? What should I do?

If you call the hotel more than a week prior to your arrival, your name may not be listed in the hotel rooming lists yet. Please contact our customer service department and we will call the hotel to make sure everything is in order. If the hotel is still unable to locate your reservation, please provide them with all confirmation details on your voucher.

Which is the most suitable Room Type for me?

When making the reservation please make sure that the room type chosen by you is suitable to accommodate the number of guests going to stay in it. If people prove to be more than the room can accommodate, the hotel is within its rights not to accept the booking and no refund will be possible.

Room Type                                   Suitable to Accommodate             Bed Type

Single Rooms (sleeps 1)                        1 Adult                              1 Single bed

Single plus Child (ages 6-12*)             1 adult + 1 child              1 Single bed + rollaway

Twin Room (sleeps 2)                             2 adults                           2 Single beds

Twin Room plus Child (ages 6-12*)      2adults + 1 child           2 Single beds + rollaway

Double Room (sleeps 2)                         2 adults    1 Double bed or two single made up as one

Double Room plus Child (ages 6-12*)  2 adults + 1child           1 Double bed + rollaway

Triple Room (sleeps 3)                           3 adults       3 Single beds or 2 Single beds + rollaway

*Please be informed that the hotel is within its rights to charge for the difference, if the child is over 12 years of age. Accommodation is usually free for children under 6 years of age. However, some hotels could charge for it 50 % of the adult price or as a double room in the case of Single plus Child. We will inform you in advance about the pricing policy of each hotel.

We will try our best to ensure that the hotel provides the room type(s) booked, however there may be occasions where instead of a double room a twin one is allocated.

How can I request an early check-in or a late check-out?

Early check-ins or late check-outs cannot be guaranteed. If you are going to arrive very late or early at the hotel, please inform us and we shall let the hotel know.

Late check-outs, however, are subject to a personal arrangement with the hotel reception. If you would like to extend your stay in the room after the usual check-out time, you will be charged a daily fee payable directly to the hotel.

Can I book a hotel for someone else?

Yes. In this case we will need an additional authorization form signed by the credit card holder and a copy of a recent credit card statement as a protection against any misuse.

If  I am booking for someone else, whose name should I put as leading? Mine or the name of the person who will be staying at the hotel?

The names of all guests must be entered. The first name should be followed by the surname in order to avoid any misunderstanding when checking-in.

Why do you move me from my originally booked hotel to a different one?

We will move you to an alternative hotel only if it’s absolutely necessary. The reason may be renovations taking place at the hotel at the time of your stay or that the hotel has been overbooked.

Why is my reservation not valid? Why has my reservation been rejected with a note of duplication?

The reason is that the names you have provided already exist in the database of the hotel reservation department. If you have made any previous reservation directly with the hotel or through another agency, please cancel it first in order to proceed with your booking with us. If you would like to book a second room, you should provide different names of guests than those in your first reservation.

Rate Information

Are the rates per room or per person?

The rates on the website are per room per night. Please make sure to select an appropriate room type(s) for the number of guests.

Is breakfast included in the room price?

Breakfast is usually included in the room rate. However, please check under each hotel offer the supplement meal the price includes. If you would like to have any other kind of meal, you will need to pay for it directly to the hotel.

BB – Bed & Breakfast (Continental or American Breakfast)
HB – Half Board (includes breakfast and dinner)
FB – Full Board (includes breakfast, lunch and dinner)
AI – All Inclusive (includes a minimum of three meals daily, soft drinks, most alcoholic drinks, gratuities and possibly other services in the price)

What is included in the room rates displayed on your website? Are there any extra charges?

For most hotels all local taxes, including VAT and the total service charges are included in the room price. For reference this information is displayed for each and every hotel offer.

Why is the price different to when I last checked?

Rates are subject to currency fluctuations. Therefore there may be slight variations in the prices on a daily basis.

What currency will I be charged in?

The rates on our website are displayed and payable in EUR only.

If I book directly through the hotel will I get the same discounted rates?

No. The rates on our website are available only if you book through City-hotel-booking.com.

Payment Information

What credit cards do you take?

We accept Visa and Master Card. Alternative payment options are bank and wire transfers.

When will my credit card be charged for the booking?

The charge will apply when you fill in your credit card details and proceed with the booking. Your credit card will be charged by T & N Travel Ltd that is the legal owner of City-hotel-booking.com. A prepaid accommodation voucher will be sent straight away.

Can I pay in cash to the hotel upon my arrival?

No, we cannot accept cash. All reservations made via city-hotel-booking.com require a prepayment by credit card or bank transfer. If you book short (less than a week) before your arrival date, a credit card payment is the only option.

I don’t have a credit card. How can I pay for the booking?

Alternatively, you may pay via bank transfer (city-hotel-booking.com bank account details need to be requested from our customer care representatives).

The bank transfer should be made at least 7 day prior to the check-in date. After arranging the bank transfer, please e-mail us a scanned copy of the bank receipt to: info@city-hotel-booking.com.

Why haven’t you been able to charge my credit card?

The most common reason is because the issuing bank / company has blocked your card for security reasons. Please contact your bank / credit card company and once the block has been removed the charge can go through.

Voucher information

How will the hotel know that I have already paid for my stay?

You should print the accommodation voucher and present it to the hotel when you check in. If you just take a copy of the confirmation e-mail the hotel will not recognize it.

What is the prepaid accommodation voucher?

It is a confirmation of your booking. Print it out as you will need to present it to the hotel reception upon check-in. If you lose or damage the voucher, visit again the link in the e-mail and print another copy.

How can I print the voucher?

Go to city-hotel-booking.com. From the top of the Home page click ‘My Bookings’ You will be required to enter your e-mail address and password. Click on your booking and you should be able to print the voucher.

What are the Special Offers & Deals? What other special offers do you have?

Taking advantage of our Special Offers is a great way to save money on nice hotels in some of the most popular Turkish cities. We have hotel deals discounted up to 35% lower than regular season rates on selected hotels. Book your room before they are all sold out!

Check out the ‘Special Offers & Deals’ section on our Home page. Or inquire about a discount using the ‘Contact form’!

I do not know my Reservation details, how can I get them?

Please check your e-mails for your Reservation number and PIN. You may log-in using the ‘My booking’ button on the right corner of the Home page. Alternatively, e-mail us at info@city-hotel-booking.com using the ‘Contact form’ button or just the ‘E-mail’ button on the right corner of the Home page.

I have a new e-mail address. How do I update my contact details?

Go to ‘My Bookings’ section at city-hotel-booking.com. Log-in with your Reservation number and PIN. You can update your contact details in the page that opens.

Hotel facilities and room information

Where can I get the hotel direct phone number?

The hotel address and telephone numbers will be on your prepaid accommodation voucher. We can contact the hotel on your behalf and communicate to them any special wish, requirement or concern you may have.

How can I get directions to the hotel? How can I get more information about the chosen destination?

You can contact either us or the hotel for assistance. You may find more information about the chosen destination at the ‘Top destinations’ section on the Home page. Click on the name of the city to find useful information and tips on the down right corner.

What if the facilities advertised by the hotel are not available during my stay?

If any hotel facility or service is of high importance to you, please make an inquiry about it either by contacting us or putting it down in the ‘Special Request’ section. We shall contact the hotel to make sure if this facility/service will be available during the time of your stay.

I am not happy with the hotel I have booked. What should I do? Whom can I complain to?

Any complaint related to your hotel stay must be brought to the attention of the hotel management so that they can be given the opportunity to help you. If a solution cannot be found, please contact us. We will try our best to assist. If you would like to change your hotel at the last minute or during your stay, please be aware that will incur charges from the original hotel.

Cancellation, Amendment and Refund

How can I amend or cancel my hotel booking?

All amendments and cancellation must be made online through ‘My Bookings’ control panel on our website. Click on ‘VIEW’ to see your reservation status, modify your reservation details such as arrival date, names of guests, number of rooms, number of nights, room types etc. You can cancel your reservation or print your hotel voucher(s) from there, too. We will not accept any changes, nor cancellations made directly with the hotel.

What is your cancellation policy?

Hotels have different cancellation policies. The usual cancellation deadline is 3 days prior to the arrival date at the hotel. In case of an exception you will be informed accordingly by e-mail when we confirm your booking. Please note that without receiving a cancellation confirmation from us, you cannot consider your booking cancelled.

Cancellations made within 3 days prior to the arrival date, if not specified otherwise in the booking confirmation e-mail, are subject to a 1 (one) night cancellation fee per room. Some hotels apply a cancellation fee at the cost of the whole stay in case of a no-show or a cancellation, especially when the booking period coincides with a trade fair, an exhibition or a special event taking place at the hotel destination. You will be informed accordingly and in time about any special cancellation terms during the booking process before proceeding to your payment.

I have cancelled my booking through city-hotel-booking.com.com website. How will I be refunded?

Any refund due will be returned back directly to the credit/debit card that has been used to pay for the booking. The repayment normally takes 10 days to appear on your credit card statement depending on the banking system.

What is your amendment policy? Will I be charged if I make any amendment to my booking?

Changes in the hotel reservation can be made till 1 (one) day prior to the arrival date in the hotel. Some hotels may have different amendment policies. Upon receiving a confirmation e-mail you will be advised whether it is possible or not to make changes and if some amendment charges apply. Please note that without getting a confirmation from us, you cannot consider your booking amended