FAQ

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.

Can I make my hotel booking by phone?

Our reservation representatives will be pleased to complete your booking over the phone using the above numbers.

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

All of the hotels on the CityCentreHotels.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 United States and the guests are under 21 years of age please contact the hotel directly for clarification.

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 - 1 single bed for 1 person only.
TWIN ROOM - 2 persons - 2 single beds for 2 persons.
DOUBLE ROOM – 2 persons - 1 large bed suitable for 2 persons.
TRIPLE ROOM - 3 persons - 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.

Do I need to re-confirm my booking?

If you have your accommodation voucher / booking confirmation then there is no need to call us or the hotel to re-confirm your booking. All the details are shown on your voucher / booking confirmation.

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

It's important that you print the actual voucher / booking confirmation 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 may not recognize this.

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.

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 voucher / booking confirmation.

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.

My flight does not arrive until the evening. Do I need to inform the hotel for a late arrival?

If you arriving after 10 PM it wont do any harm but the room should be held for you anyway.

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.

Can I book a hotel for someone even though I will not be traveling?

Yes. In this case we may need the cardholder’s authorisation by way of a signed authorisation form as well as a copy of the credit card being used OR a copy of a recent credit card statement for the card being used.

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.

If I am booking more than one room can I enter just my name instead of all the people traveling?

For Pre-Paid bookings, 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.

How can I book 4 or more rooms?

If you have 8 or more persons traveling please complete the group request form or call our office on the phone numbers above.

Why has my original hotel had to move me to a different hotel?

Occasionally it can happen that a hotel has a problem accommodating all of the bookings that have been made with them. In this circumstance it is the responsibility of the hotel to communicate this to you and to offer alternate accommodation of an equivalent standard.

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. For illustration purposes we sometimes show the rates as per person sharing. This is simply the room rate divided by the max number of persons for that room type.

Is breakfast included in the room rate?

Sometimes yes but not always. If breakfast is included then this will be clearly stated alongside the room details at time of booking.

Are taxes included in the rate?

Generally yes except for exceptional circumstances in which case this will be pointed out to you at time of booking and detailed on your booking confirmation / voucher.

Why is the price different to when I last checked?

Rates are subject to currency fluctuations and may also be updated by our hotels and other suppliers based on room availability and prevailing market conditions. 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.

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 will be EURO.

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 CityCentreHotels.com.

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 CityCentreHotels-Hotel Reservations. We can also accept American Express for telephone bookings

When will my credit card be charged for my booking?

You will be charged at the time you make the booking. The amount that you pay and whether this is a deposit or full payment will be determined by the conditions applicable to individual bookings.

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 and this is usually only by credit card. For Group Bookings made in advance we may be able to accept payment by Bank Draft or Transfer. This can only be arranged by telephone through one of our Representatives.

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

It's important that you print your voucher / booking confirmation 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 may not recognize this.

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.

What does Shared Facilities mean?

The guest rooms will not have en-suite facilities. WC and shower facilities are shared between other rooms.

Where can I get the hotels direct phone number?

The hotel address and telephone number is printed on your pre paid accommodation voucher / booking confirmation. 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.

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 accommodation voucher / booking confirmation.

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 / booking confirmation. Please note that the hotel may charge a fee for car parking and you should check this with them.

How can I get directions to the hotel?

We suggest that you contact the hotel directly to obtain the most current and complete location information and directions.

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 in writing within 20 days of the check out date. CityCentreHotels.com cannot accept responsibility for any disturbance or for any facilities that may not be available at the hotel during your stay unless it was specifically requested at time of booking and confirmed in writing as available by a representative CityCentreHotels.Com. Similarly CityCentreHotels.Com cannot accept responsibility for facilities, décor or location which are not suited to individual tastes and preferences.

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.

How can I amend or cancel my hotel booking?

All cancellations and amendments must be made either by email to cancel@citycentrehotels.com or amend@citycentrehotels.com as appropriate. Alternatively you can call our offices at the numbers displayed at the top of this page. Amendments are subject to availability. Amendments which reduce the cost of the booking / number of room nights are regarded as cancellations and the appropriate cancellation policy may apply for the reduced rooms.

What is your cancellation policy?

The cancellation policy for individual bookings can vary by hotel or on the basis of the payment terms applicable. Please check the details on your booking confirmation for your specific booking. Further details are available on our terms and conditions.

If I have to cancel - 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.

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. There is an administration fee of €25.00 per booking for each amendment. This is not usually applicable for group bookings.