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Customer service & booking enquiries: 0871 472 5116
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Hotel help

Making a booking

Does the price include any meals?

If there are any meals included in the price, this will be stated clearly in the 'More Info' section of the offer on the site.

What do half-board, full-board and all-inclusive mean?

Half-board indicates that your breakfast and evening meal are included in the price of your holiday. In some cases you can choose to receive lunch instead of breakfast - the hotel will confirm this upon arrival.
Full board indicates that all meals (breakfast, lunch, and evening meal) during the duration of your stay are included in the price of your holiday.
All-inclusive typically indicates that all meals, snacks, entertainment and non-motorised water sports offered by your hotel are included in the price of your holiday. As all-inclusive plans vary by hotel, please check with your tour operator for exact details of the all-inclusive plan offered by your hotel.

Is the price per person, or per room?

Unless otherwise stated, the price that you see is the price per room and not per person.

I cannot find the dates I want...

The website only displays the dates that are available to be booked, as we only have allocations for certain days with each hotel. However, we can request the room for you for a different date, although different prices may apply. If you are having difficulty, please phone our Sales team on 0871 472 5116.

What cards are accepted?

Please note that the only credit cards accepted at the hotel are those listed on the product information page under "accepted credit cards". These may well differ from those accepted by Travelocity.co.uk.

How can I make a booking with children?

Child policies (prices & beds) vary and are specific for each property. If a hotel has supplied us with their child policy, you will find details in the Hotel information section. While many hotels are able to organise extra beds and/or cots in your room, please be aware that we cannot guarantee the hotel will honour any requests you make.

Can I extend my stay once I am there?

You may be able to extend your stay if you wish. However, this must be completed with both the hotel and us, as we have negotiated special rates with each hotel. Please be advised that you may not receive the same room rates for an extended stay.

Please contact us using the feature provided under the Purchase History link in your account or phone our Customer Service Team on 0871 472 5116 or if you are outside the United Kingdom when calling, please phone +44 1483 909 048.

What if I need to cancel my booking?

In the event of cancellation, you shall be liable to pay an administration fee of £20 in addition to any cancellation charge the hotel may impose.
If you wish to cancel your hotel room, please contact our Customer Services Department using the purchase history link under the My Account tab. This will ensure our customer services team has all the information they need to process your request.

What if I need to organise a room upgrade or other change?

If you wish to make changes or amendments to your hotel booking please contact our customer services using the purchase history link.

Whilst we will do everything possible to accommodate your request, we cannot guarantee this will be confirmed. Please note that additional charges may apply and we will notify you of any such charges prior to completing the change.

What if I need an invoice or receipt?

You can use your confirmation email as a receipt. If you require us to resend your confirmation email, you can do so automatically by using the Purchase history link under the My Account tab.

Checking in

Do I need a hotel voucher to check in?

Please print a copy of your confirmation email to present at check-in as proof of your reservation. If a voucher is required, it will be included in your confirmation email.

Where is the hotel situated?

The full address and contact numbers of the hotel will be listed on your confirmation email, which is forwarded to you once the reservation has been completed. Full details and a link showing the hotel location on a map are also available on every hotel listing on the site.

What ID do I need to check-in?

You will just need to give the name that you made the booking under, with a copy of your confirmation email. In some countries, you will also be required to present your passport or Certificate of Identity.

What if the hotel doesn't have my booking?

We send your booking details to our hotel supplier within a few minutes of you completing the reservation by email, fax or through our online system. Please note that it may take up to 48 hours for it to appear in the individual hotel's reservation system.

In the unlikely event of you arriving at your hotel and finding there is no booking, please ask the hotel to contact our Customer Services team and we will resend the booking details to them.

Should you have any further queries or if you have an emergency with an existing booking, please use purchase history link to contact our Customer Services Department for 24/7 service. Alternatively, please phone us on +44 1483 909 048. Back to top