FAQ

Availability and room prices

Are the prices provided on your site per person or per night?

All the prices provided on our site are calculated on a PER ROOM basis for the total duration of your stay. Prices include local service charges and taxes.

Why can I see the price displayed for hotels change when I come back later?

Prices are subject to fluctuation according to the market. They can vary slightly because of the currency exchange chosen by the customer and the daily market exchange rate. However, once you have booked a hotel stay with us, the currency exchange rate is fixed during the payment even if at a later stage you add to your current booking. It is important to note that prices include service, local tax and very often breakfast.

Are children's beds available?

Providing you have specified in the search engine the number and age of children/baby you have, the results will display room information with an option for additional beds and/or cots.

Is breakfast included in the price?

Many hotels include a free breakfast in the price. It consists of a continental breakfast or sometimes coffee and pastries. This information is specified on the hotel page. All prices quoted by Olotels are per room per night and include tax. You will be informed whether or not breakfast is included.

BOOKING

How do I know if my booking is confirmed?

Immediately after you have made your payment, the confirmation page will show you that your payment was successful. We will then send you a confirmation email and voucher to the email address which you provided during the transaction. We only need to wait to receive the funds before confirming your reservation and sending you the voucher when payment is made via bank transfer.

Do I need to confirm my booking directly with the hotel?

No, you don't need to confirm your reservation directly with the hotel at any time.

What happens to my booking if my plane is late?

All hotel rooms are kept until the following morning 5 am.

Payment

Which cards are accepted?

We accept payment by Visa, Mastercard and American Express. You can also pay by bank transfer or PayPal if you spend over a certain amount.

How do you guarantee secure payment?

For a totally online secure payment, we use the SSL protection protocol which guarantees full security of transmitted information. Your payment details are always encrypted when transmitted over the internet.

Do you use my personal information again?

We take confidentiality and security very seriously. Your personal information won't be given to any third party other than Olotels.com, except for reservations where payment is made directly with the hotel. In this case, Olotels will pass on your payment details to the hotel by secure means.

Can I use a credit card with an international invoicing address?

Yes, you can use a credit card with an international invoicing address to book a hotel room. The address you provide during payment needs to be the same as the credit card invoicing address.

Does Olotels charge a reservation fee?

Reservation fees charged by Olotels are explained in detail on the website throughout the reservation process. Reservations made via telephone might incur extra charges. These are clearly stated on Olotels.com.

Cancellation & modification

What is the cancellation policy?

The cancellation policy depends on the hotel/room. You can find details on cancelling a room in the section « Room types » or « Multiple rooms » when selecting your room(s) on the hotel description page. Make sure you check the cancellation policy on Olotels.com as well as in the confirmation email and voucher which will be sent to you.

How do I cancel a booking?

Once you have booked a hotel and received the confirmation email, you can access your booking information on the 'My Account' page. You may cancel a booking by sending an e-mail to customercare@olotels.com.

Are there any additional charges if I modify my booking?

No.

General questions about the site

What is the purpose of having an account on your site?

This part of the site, which is personal and accessible only by password, is useful for viewing reservations that you have made as well as consulting the balance of your Oloclub points as part of our client loyalty programme.

Who can I contact if I need help?

If you are unable find a suitable answer in our FAQs, you can ask your question by e-mail on the 'Contact us' page. Our support team will answer you within 48 hours.
The Olotels.com support team is available to help you from 7am to 9pm (GMT) Monday to Friday and 10am to 6pm on weekends. The telephone number is 1.

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