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Reservations Frequently Asked Questions

In this section you will find frequently asked questions respecting the reservations system of Valencia-cityGuide.com.

Search Hotel

How do I find available hotels for the period I want to stay?

In the search box on the right of the homepage containing the check-in and check-out data, please select the dates of your stay and click 'Check availability' button.

How do I search for hotels by price?

In the selection box at the top left of the search page you can list the hotels by price (cheapest room), popularity or stars.

How do I search for hotels that offer family rooms?

In the search menu on the left simply click on "Show advanced options". Then, you can refine your search by selecting different facilities such as "Family rooms" (note though that these rooms will not necessarily be available for the requested dates).

Where can I find the contact information of the hotel?

You can find the address on the hotel page. The contact information will be given, after you have made the reservation, in the confirmation email.

Room Types

What's the difference between a double room and a twin room?

A double room has one double bed. A twin room has two single beds.

Can I generally request an extra bed for an another person in a double room and at what costs?

It will depend on each hotel's policy and availability. Once you have the availability for a specific hotel for the requested dates, you can access the room description by click on the room name.

Pricing

Are the rates on your website per person or per room?

All rates on Valencia-cityGuide.com are per room per stay, unless expressed otherwise.

Do I pay a reservation fee?

No, we will not charge you a reservation fee.

Is breakfast included in the price?

Once you have the availability for a specific hotel for the dates, you can click on the room name to find information about breakfast, taxes and room facilities.

Credit Cards and Payments

Why does do I need to provide my credit card details?

In general your credit card details are only required as a guarantee for the hotel in case you do not arrive or cancel too late. This might result in a no-show charge (generally the equivalent to one night's stay) by the hotel. We will never charge your credit card. You will pay for your stay at the hotel.

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

You will pay for your stay at the hotel. If the hotel requires a deposit, it will be clearly mentioned on the overview page of the hotel. However, note that some hotels perform a pre-authorisation check on your credit card as an extra guarantee. A pre-authorisation is a validity check to reserve a certain amount that would guarantee the room. This amount may correspond to the price of one night or to the total cost of your reservation. Once the credit card has been validated, the reserved amount will be released.

What types of credit card can I use to guarantee the reservation?

Visa, MasterCard and American Express are accepted as a guarantee.

Can I pay for my stay in advance?

Depend on each hotel's policy. Therefore, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.

My credit card has been charged. How can I get a refund?

We never charge our guests' credit cards. The charge has been performed by the hotel. So, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.

I do not have a credit card. Can I still book a room?

Unfortunately all hotels require a credit card to guarantee a reservation.

Is it safe to fill in my credit card number? How secure is the your website?

Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by Thawte. We also use a firewall which protects our servers and network against unauthorised access. In the unlikely event that your credit card were to be misused, we promise to reimburse you the first 50 euros of the cost. The credit card is obliged to pay the remainder.

Hotel Reservation Process

How do I know that my reservation is confirmed?

When you have completed the four steps of the reservation process, an instant on-screen confirmation will appear. It will show your reservation details as well as your booking number. We recommend you to print it out. Within a couple of minutes, you will receive a confirmation e-mail with more information such as the hotel's contact details.

Can I book a hotel room by telephone or email?

Unfortunately, we do not take bookings by telephone or email. But if you need assistance of any sort you can send an email to This email address is being protected from spambots. You need JavaScript enabled to view it..

I have booked a hotel but I did not receive a confirmation by email. What do I have to do?

The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address before finalising your reservation. In some cases our confirmation email may end up in your spam folder. If you do not receive an email after you have made a booking, please send an email with your booking number and details to This email address is being protected from spambots. You need JavaScript enabled to view it..

How many rooms can I book in one reservation?

A maximum of 10 rooms (if available) can be booked in any one reservation. If you want to make a reservation for more than 10 rooms, please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it..

Hotel Policies and Facilities

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

The check-in and check-out times differ. You will find them on the "Hotel Policies" section at the bottom of the overview page of the hotel. If you are going to arrive late or very early, we advise you to let the hotel know in advance using the Remarks field in the reservation form (in English or the language of the hotel if possible), or inform the hotel directly using the contact details you will find in your confirmation email.

How do I know if the hotel has parking facilities?

On the overview page of the hotel, in the section ‘Travel information’, you will find more details about parking facilities at or nearby the hotel.

How can I know that the hotel offers a shuttle service and how can I book it?

Please check in the section "Hotel Facilities – Services" whether the hotel offers shuttle service. If so, please contact the hotel directly in order to arrange it, once your reservation has been confirmed. You will find the hotel’s contact details in the confirmation email.

How do I find out if a hotel allows pets?

In the search menu on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "Pets allowed".

Cancellation

How can I cancel or change my booking?

You can cancel your hotel reservation or send us a request for a modification by click on the link at the bottom of your confirmation e-mail.

Do I pay a cancellation fee?

Valencia-cityGuide will never charge you a cancellation fee. However, in order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of the hotel. You will find the cancellation policy on the "Hotel Policies" section at the bottom of overview page of the hotel.

How do I know that my booking has been cancelled?

After you have cancelled your reservation you will receive an e-mail to confirm your cancellation.



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