Welcome to Customer Care at Gtahotels.com

	Making a Reservation		Booking Information
	Rate Information		Payment
	Hotel facilities and room information		Activities - Tours and Transfers
	Cancellation, Amendment and Refund		Membership/Account
	Security and Privacy		Terms and Conditions

Making a Reservation

	When is the latest I can make a booking? There is no cut-off point. You can make a booking now for today, or today for tomorrow. As long as there is availability showing at the hotel you can book it. Please contact our customer care team for further details. Close  Top
	I am trying to make a booking for today but I received 'Error message' after I had entered all my details. What has happened? The reason for this message is because the charge has not been processed. Charges online can only be made to a Visa or Mastercard. Please check that the details entered are correct and if you still get an error message then this is because the issuing bank /credit card company has blocked the charge for security reasons. Please speak to your bank/credit card company and once the block has been released you can make the booking. Last minute bookings cannot be processed without being charged because once confirmed cancellation charges do apply. Close  Top
	Can I make my hotel booking by phone? While the gtahotels.com website was designed to give customers an easy way to shop and reserve hotel rooms online, we understand some guests prefer a more personal touch. Our reservation representatives will be pleased to complete your booking over the phone. 44-207-099-2035 (World Wide), 00-800-222-01234 European Toll free (for callers from France, Germany, Italy, Spain or the United Kingdom only.), 60–3–2026-8440 Asian Office. Close  Top
	What is the minimum age to be able to check into a hotel? All of the hotels on the gtahotels.com website require one of the guests to be at least 18 years old. In some states of America there are higher age limits. If you have booked a hotel in the Unites States and the travelers are under 25 years of age please contact the hotel directly for clarification. Close  Top

Booking Information / General Questions Most Often Asked

	What room type should I book? It is the responsibility of the person making the booking to ensure that the room type booked will be suitable for the party traveling. If more persons turn up at the hotel than the room can accommodate then the hotel are within their rights not to accept the booking and in this case no refund will be made. SINGLE ROOM – 1 person - This room type will contain 1 single bed for 1 person only. TWIN ROOM - 2 persons - This room type is suitable for two adults and will contain two Single beds. DOUBLE ROOM – 2 persons - This room type is suitable for two adults in a room with one bed or sometimes two beds made up as one. TRIPLE ROOM - 3 persons - This room type will contain either 1 large bed plus rollaway type bed or 2 Single beds plus rollaway bed for the 3rd person. USA hotels generally offer a Double room with 2 large beds for 3 persons. TWIN PLUS CHILD /DOUBLE PLUS CHILD: 2 adults and 1 child between the age of 2-12. Please be informed that the hotel is within their rights to charge for the difference if the child is over the age of 12. We try to ensure that the hotel provides the room type(s) booked, however there may be occasions when instead of a double-bedded room a twin may be allocated. It is always guaranteed that the room provided by the hotel will accommodate the number of guests booked. Close  Top
	Do you arrange Visa? Visa arrangements should be made directly with the hotel and we do not undertake to monitor this system. Each hotel has their own procedure and it is up to the individual guest to acquire their Visa. Close  Top
	My computer crashed as I was completing the booking form. Did my reservation go through okay? Please contact us immediately. Do not attempt to make a duplicate booking. Close  Top
	Do I need to re-confirm my booking? If you have your pre paid accommodation voucher then there is no need to call us or the hotel to re-confirm your booking. All the confirmation details are shown on your voucher. Close  Top
	I called the hotel and they informed me that they are not holding any space for me. Is it true? What should I do? If you receive your pre paid accomodation voucher, it means that your reservation is confirmed and finalized. Therefore it is not necessary to call the hotel to reconfirm. If you call the hotel more than 7 days prior to your check-in date, they may not be able to find your reservation by name. Names of customers booking our allotments are submitted to the hotels 5-7 days prior to check-in date. Please provide them with the confirmation details that are printed on your voucher. In the unlikely event that the hotel is still unable to locate your booking, please contact our customer service department. Close  Top
	How will the hotel know I have already paid for my stay? It's important that you print the actual voucher and take this to the hotel to present when you check in. If you just take a copy of the e.mail confirmation the hotel will not recognize this. Close  Top
	What is the Pre paid accommodation voucher? This is the confirmation of your booking. Please print this out as you will need to present it to the hotel upon check-in. Should you lose or damage the voucher, please re-visit the e.mail link and print another copy of the Voucher. Close  Top
	My printer is not working how can I print my voucher? It's important that you print the voucher to take to the hotel. There is no need to print the voucher from the computer originally used to make your booking so you can use a internet café computer for example and print your voucher from there. It's quick and easy to print your voucher from any computer online at www.gtahotels.com. From the top of the home page please click 'My Bookings'. You will be required to enter your e.mail address and password. Close  Top
	How can I check on my booking(s)? It's very easy to check your bookings online at www.gtahotels.com. From the top of the home page please click 'My Bookings'. You will be required to enter your e.mail address and password. There are a number of choices for you including being able to read all e.mail correspondence from us, printing your voucher and even your invoice. Close  Top
	Why didnt I get confirmation of my booking via email? The email might have been recognized as Spam by your e.mail provider and sent to your junk box, so please check your junk mail box. If our e.mail has been sent to your Junk or Bulk mail folder, you can prevent this from happening again by opening our e.mail and clicking on the 'Not spam' or 'This is not spam' button. Alternatively you can easily check all e.mails from our company online at www.gtahotels.com. From the top of the home page please click 'My Bookings' You will be required to enter your e.mail address and password. Once you have logged in you can select 'manage your reservations' and then click on the Tracking ID and then click on 'e.mail correspondence'. Close  Top
	What happens if the hotel cannot find my booking when I arrive? The first step is to contact the Reservation Manager at the hotel so that the situation can be resolved straightaway. Some hotels may have the booking under the 2nd traveler name rather than the lead name that has been used to make the booking. If the hotel is still unable to find your booking, you must contact us at one of the numbers given on your pre-paid accommodation voucher. Close  Top
	How can I request an early check in or a late check out? For early check in it is advisable to book from the previous night to ensure the room is available when you arrive. You need to arrange a late check out directly with the hotel reception. You will be required to pay a Day rate to keep your room or to make use of another guest room. The day rate is payable directly to the hotel at the time. Close  Top
	My flight does not arrive until the evening. Do I need to inform the hotel for a late arrival? If you have a look on your pre paid voucher you will see that your room(s) are held until 07.00am the next morning so there is no need to inform the hotel or us for a late arrival unless you expect to arrive to the hotel after 07.00am the next day. Close  Top
	The hotel I am interested in booking is 'On Request'. What does this mean? This means that our room allotment has been sold out and we have to contact the hotel and request additional rooms. Depending on the destination, this may take up to 72 hours excluding weekends. Disclaimer: While we will undertake to process your request within 72 hours, occasionally we are unable to do this. The reason for a delay can be due to a public holiday or time zone differences. Should your request for accommodation be urgent you are advised to book a hotel with Instant Confirmation. During the 72 hour period you can check on the status of your booking request through the 'My Booking' section. In order to proceed with your 'On Request' booking, we need you to submit a reservation form with your credit card details. Please be advised that your credit card will not be charged until the booking has been confirmed to you and we have received your authorization to charge your credit card. Close  Top
	I made an 'On Request' booking and received an e-mail advising an alternate hotel. Do I have to accept the alternate hotel? This means that the hotel you originally requested is now fully booked and we were unable to obtain any extra rooms. In order to help you secure accommodation we have advised an alternate hotel. Unless stated, no room is being held. There is no obligation to accept the alternate hotel. Close  Top
	When I search for a hotel in a particular city, it says 'there are currently no hotels available in the city you requested'. What does this mean? All hotels are fully booked for at least one of the dates you selected. This usually occurs during high season or over a special event period. If you complete the Special Request booking form we will make a separate search and advise alternate possibilities where available. Please send your request on the Special/Family Request Form. Close  Top
	Can I book a hotel for someone even though I will not be traveling? Yes. In this case we will need the cardholders authorisation by way of a signed authorisation form as well as a copy of a recent credit card statement OR a copy of a recent credit card statement for the card being used. Close  Top
	Why are you requesting additional documentation when I am making a booking for someone else? The reason we have implemented this security measure is not to cause any inconvenience to our clients but merely to protect the credit card holder against any credit card misuse. Close  Top
	If I am booking for someone else, whose name should I put as the lead traveler? Mine or the person, who will stay at the hotel? The names of all persons traveling must be entered and the first name should be followed by the Family name to avoid for any misunderstandings at the check in time. Close  Top
	If I am booking more than one room can I enter just my name instead of all the people traveling? No. The names of all persons traveling must be entered and the first name should be followed by the Family name to avoid for any misunderstandings at the check in time. Close  Top
	How can I book 5 or more rooms? If you have 10 or more persons traveling please complete the group request form. Close  Top
	Why has my original hotel had to move me to a different hotel? A situation where a stay has to be protected at an alternate hotel is only done where absolutely necessary and there is no way that the original hotel can accommodate. The reason a booking has to be moved may be due to renovations taking place at the original hotel, maintenance or that the hotel has over booked. To date we have been able to accommodate 99.9% of our customers in the accommodation they have selected. Close  Top

Rate Information

	Are your rates per room or per person? The rates you see on our website are per room per night. Please make sure you select the correct room type(s) for the number of persons traveling. It is the responsibility of the person making the booking to ensure that the room type booked will be suitable for the party traveling. Close  Top
	Is breakfast included in the room rate? Complimentary breakfast is included for most European hotels. Please check the relevant hotel information page and your pre paid voucher for breakfast information. If you wish to make use of any other type of breakfast on offer at the hotel then you will need to pay a supplement for this directly to the hotel. For hotels in the United States rooms are generally sold on a room only basis. Please check the relevant hotel information page and your pre paid voucher to check if breakfast is included or not. Close  Top
	Are taxes included in the rate? For European hotel bookings, taxes are included in the room rate. The exception is the United States where you will initially see the room rate only. When you click the book button you will see the room rates, taxes and fees and the total cost for the booking. For hotels in the United States taxes are shown separately. Close  Top
	Why is the price different to when I last checked? Rates are subject to currency fluctuations. Therefore there may be slight variations in the rates on a daily basis that will reflect any movement in the currency exchange rates. Once a booking has been booked and confirmed at the rates you have accepted, there is no refund for the price difference because rates can be updated daily. Close  Top
	What currency will I be charged in? Rate displays on our website can be viewed in different currencies. These rates are to be used as a guide only. The actual currency and amount that will be charged will be shown to you on the actual Booking page. The default currency for charges on a Visa or MasterCard will be EURO. Close  Top
	If I book directly through the hotel will I get the same discounted rates? No. The rates that you see on our website are only available if you book through gtahotels.com. Close  Top

Payment

	What credit cards do you take? We are happy to accept Visa and Master Card online. If you pay by either of these cards then charges will appear on your credit card statement under the name Gtahotels.com. We can also accept Diners Card. The charge will be made in YTL and the charges will appear on your credit card statement under the name Gtahotels.com Istanbul. Close  Top
	When will my credit card be charged for my booking? You will be charged in full at the time you make the booking. Your pre paid accommodation voucher will be sent straightaway. Close  Top
	I don't have a credit card; can I pay cash to the hotel upon my arrival? No, we do not accept payment by cash on arrival at the hotel. All bookings through our company require pre-payment by credit card only. Close  Top
	Why have you not been able to charge my credit card? The most common reason for the charge not going through is because the issuing bank /credit card company has blocked the charge for security reasons. The charge is being seen by your back/credit card company as an internet charge they are just being security conscious and have blocked the transaction. Please speak to your bank/credit card company and once the block has been released the charge can be put through. Close  Top
	How will the hotel know I have already paid for my stay? It's important that you print the actual voucher and take this to the hotel to present when you check in. If you just take a copy of the e.mail confirmation the hotel will not recognize this. Close  Top
	How can I print an invoice? It's very easy to print your invoice online at www.gtahotels.com. From the top of the home page please click 'My Bookings' You will be required to enter your e.mail address and password. Close  Top
	I have heard that a number of hotels in the USA are charging resort fees. Will my hotel make this charge? Some hotels, particularly in the USA do charge a resort fee which must be paid to the hotel Directly. This is typically $10 to $20 a room a night. Please check with the hotel directly for this information. Our company is not responsible for resort fee charges and have no control over their implementation. Close  Top

Hotel facilities and room information

	What does a run-of-the-house room mean? When a hotel offers many different styles of room, a run-of-the-house room simply means that the hotel will guarantee that you receive a room offering certain standard features. Bedding types, views, and smoking / non-smoking are not usually part of the run-of-the-house description, and are upon request only. All requests not part of the run-of-the-house standard for that hotel cannot be guaranteed until your arrival at the hotel. Close  Top
	What does Shared Facilities mean? The guest rooms will not have en-suite facilities. WC and shower facilities are shared between other rooms. Close  Top
	What is a hostel? Hostel is a budget type of accommodation where you can book a bed, or in some cases a bunk bed in a dormitory. You would share a bathroom, lounge and other facilities with other guests. Besides the considerably lower rate for this type of accommodation, please be advised that it might not be comfortable for those requiring more privacy. Close  Top
	Where can I get the hotels direct phone number? The hotel address and telephone number is printed on your pre paid accommodation voucher. Please do not contact us if you are just looking for a hotel phone number and have not made a booking with our company because we do not have the hotel contact details on our system. Close  Top
	Does the hotel provide a shuttle service to and from the airport? Please contact the hotel directly for their shuttle service information and rates. The hotel telephone number is printed on your pre paid accommodation voucher. Close  Top
	How can I arrange car parking at the hotel? You need to contact the hotel directly. The contact information can be found on your pre-paid accommodation voucher. Please note that the hotel may charge a fee for car parking and you should check this with them. Close  Top
	How can I get directions to the hotel? Maps are provided for information purposes only. While we hope to provide up to date information, some mapping details may not be as accurate as we would like. If you encounter any error please let us know. We suggest that you contact the hotel directly to obtain the most current and complete location information and directions. Close  Top
	The facilities advertised by the hotel were not available during my stay / There was maintenance work taking place at the hotel. Who must I complain to? Any complaint relating to your hotel stay must be brought to the attention of the hotel management so that they can be given the opportunity to assist you at the time. Any complaint which cannot be resolved at the hotel must be notified to our company by electronic mail or through the preferable method of the complaints form on our website within 20 days of the check out date. Gtahotels.com cannot accept responsibility for any disturbance or for any facilities that may not be available at the hotel during your stay or not suited to individual tastes and preferences. Close  Top
	I am not happy with the hotel I have booked. What should I do? Any problem relating to your hotel stay must be brought to the attention of the hotel management so that they can be given the opportunity to assist you at the time. If a solution cannot be found please immediately contact us. We will try our best to assist. However, if you want to change to a different hotel please be aware that any change made at the last minute or while you are staying at the hotel will incur charges from the original hotel. Close  Top

Activities - Tours and Transfers

	What are activities and how can I book activities? Activities include transfers, sightseeing tours, attractions, shows and museum tickets, city passes, one day trips and more. You can book up to 10 different activities in one go (simply ADD them in your shopping cart & proceed to BOOK.) Your activities are not limited to one destination, so if for example you are travelling to London and Paris you can book your transfers and tours for both cities in one shopping cart, it’s that easy. You receive a guaranteed pre-booked service and a voucher with all the booking details and contact information for the local activity provider. Close  Top
	How can I book a city tour? You can pre-book your city tour from our website. Tours can only be booked using a Visa or MasterCard online. From the 'Activities' page select the city name and your travel dates. This will bring up a selection of tours and attractions that you can pre-book. Close  Top
	How can I arrange an airport transfer? You can pre-book your Transfer from our website. Tours can only be booked using a Visa or MasterCard online. From the 'Activities' page select the city name and your travel dates. If transfers are available for your selected city you will see that alongside the Tours it will say 'Transfers'. Please note that Transfers are not available in every city. Close  Top
	Is there a contact number at the destination for me to call? Yes. Once you have a confirmed booking, all the details of your travel service provider are located on your voucher under the heading 'Important Information'. Close  Top
	Where do I exchange my voucher? This information can be found under the heading 'Important Information' or in the 'Confirmation Details' on your voucher. This voucher acts as your ticket. Simply present this at the stated destination on the voucher, together with valid photo ID of lead traveler for verification, and then enjoy your travel service. Close  Top
	What are the cancellation rules for these bookings? Each activities have different rules in terms of cancellations. This information can be found under Cancellation and Change Policy in many pages such as: Below the rates in the activity details page or At the bottom of Finalize Your Reservation page during making activity reservations or At the bottom of Reservation Confirmation page. Please make sure you read this information for each activity in your shopping cart. Close  Top
	How can I make an amendment to my activity, transfer or tour? I want to change date of tour/ticket, number of travellers, name of travellers etc? What do I do? It may be possible to amend your booking, however this depends upon the type of amendment required and is at the discretion of the travel service provider. To send an amendment request login to 'My Bookings' page with your login details, find the activity you would like to amend and click the 'A' link next to the activity item and fill in the specific details of your amendment, and we will be able to advise if the change/amendment is possible. Please select your tour carefully, as not all travel service providers will accept changes/amendments once you have received confirmation of your booking. Close  Top
	Can I get dropped off after my tour to my hotel or in the city? This depends on the travel service provider and will need to be asked directly to them on the day of the tour. Most travel service providers can drop you to a major hotel or city location, depending on their schedule on the day. You will need to check directly with them at the destination, prior to or on the day of travel. Close  Top
	I am leaving for my trip soon and I will not have access to my emails. How do I receive confirmation and my voucher? We give instant confirmation for your activities reservations. However, in case of a situation that you do not have access to your voucher, please contact Customer Service and advise your Tracking Number and the name, phone and fax number of the hotel/place you will be staying at. We will advise by phone or fax if your booking is confirmed and if so, send your confirmation voucher. Please note this option is only available for confirmations close to departure date. It is essential that you have your voucher to exchange for your travel service. Close  Top
	What do I do if I am delayed for my tour? Refer to the contact details listed on your voucher and contact the tour operator for instructions. If it is after hours, contact our Customer Service. There is no guarantee that you will be able to join your tour on a later departure, as they may be fully booked. Please allow sufficient time, whenever possible, to reach the departure point in time for your tour. Close  Top
	What happens if when I get there, the tour is not running due to unforeseen circumstances? In the case where a travel service provider cancels a tour on the day, please notify Customer Service via email, including your tour details and Tracking Number, and we will process monies due back to you accordingly. Close  Top

Cancellation, Amendment and Refund

	How can I amend or cancel my hotel booking? All cancellations and amendments must be made online through the 'My Bookings' section of the web site. We will not be bound by nor responsible for any changes and cancellations made directly with the hotel. Please make sure you are familiar with our cancellation and amendment policy. Close  Top
	What is your cancellation policy? Please do be aware that while the majority of our hotels have a 4 days cancellation policy, some hotels have different policies. Please read the terms and conditions before you agree, check your hotel voucher or the 'My bookings' section of the website for the cancellation policy relating to the hotel you have booked. Close  Top
	I have cancelled my booking through gtahotels.com website. How will I be refunded? Any refund due will be credited directly to the credit/debit card that was used to pay for the booking. The refund normally takes 10 days to appear on your credit card statement depending on the banking system. Close  Top
	Will I be charged if I make an amendment to my booking? Amendments are strictly subject to availability and if you want to change the dates of stay, then the rates can be subject to an increase or decrease. Before the cancellation deadline of your booking and subject to availability, there will be no penalty for amendments for the first request from your original booking. Further amend requests after the first one will be assessed 10 EUR or 15 USD charge for each time if the amendment is confirmed. Close  Top

Membership/Account

	How do I become a member? Once you make your first booking with gtahotels.com you will automatically become a member. Alternatively you can become a member by clicking on 'Become a member' and entering the required fields. You will be kept 'Up to date' with our monthly newsletter and offers. Close  Top
	I have lost my Membership log-in details, how can I receive a reminder? Enter the 'My Bookings' section of the gtahotels.com website. Click on 'Forgot my password'. You will be asked to enter your e.mail address and your password will be sent to you. Close  Top
	I have a new email address. How do I update my personal details? Enter the 'My Bookings' section of the gtahotels.com website. Login with your username and password, after that click on 'Update My Account Information' link. In the opened page you can update your name information, your address and phone number. If you need to change email address please click on 'Change E-mail Address' link and send change email request to our Customer Support Team. One of our agents will be contacting you within 48 hours (excluding weekends) regarding your change email request. Close  Top

Security and Privacy

	How can I be sure that your website is complying with the highest security standards? Gtahotels.com is a trusted VeriSign secure site. We use VeriSign digital certificates with all transactions. You may verify our status with VeriSign independently by visiting the VeriSign website. Our security includes 3D secure with Visa and Mastercard SecureCode technology which ensures that credit card transactions on the internet are authorized by the cardholder. Close  Top
	How does your website protect my credit card and personal information? Gtahotels.com guarantees that all sensitive information – e.g. your name, address, and credit card number – will be protected with the best security practices available when exchanged over the internet. The Secure Socket Layer (SSL) technology we use ensures the privacy and security of all transactions. SSL technology encrypts data before it is transmitted, so that only the authorized recipient can have access to it. Gtahotels.com is a trusted VeriSign secure site. We use VeriSign digital certificates with all transactions. You may verify our status with VeriSign independently by visiting the VeriSign website. Close  Top
	What are the Verified by Visa and MasterCard Secure Code, and how do they benefit me? To ensure that credit card transactions on our website are authorized by the cardholder, gtahotels.com uses the Verified by Visa and MasterCard Secure Code authorization services. These services protect both merchants and consumers from fraud and other unauthorized credit card use. When you make a purchase on our website, you will be connected directly to the Verified by Visa (or Master Card SecureCode) website to authorize your transaction. For more information on these technologies, visit the Verified by Visa or MasterCard SecureCode websites, or contact the bank which issued your card. Close  Top

Terms and Conditions

	What are your Booking Terms and conditions? Terms and Conditions Close  Top