Frequently asked questions

Top Questions

How do I get an invoice?

You can get the invoice for your stay 10 days after your checkout date. Log in to otel.com, go to My Trips > Past Trips, find the reservation you want the invoice for. You’ll be asked to fill in your information and your invoice will be generated in seconds.

Are your rates per room or per person?

All the rates that are listed on otel.com are rates per room (not per person) and the amount for the total stay is shown on the same page.

What credit cards do you take?

We accept Visa, MasterCard, American Express, JCB and Discover. Your credit card must be available for international transactions. If you pay with any of the cards above, charges will appear on your credit card statement as “otel.com” or “Prodo” or “Ozaltun” —which are all our company names.

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

All hotels on otel.com require one of the guests to be at least 18 years old. In some states in the US, you have to be even older. If you have booked a hotel in the United States and you are under 25 years old, we recommend you contact the hotel directly for clarification.

Does the hotel provide a shuttle service to and from the airport?

Please contact the hotel directly for their shuttle information and rates. The hotel’s contact information is printed on your prepaid accommodation voucher. You can also check transfer availability on otel.com. If transfers are available to and from the hotel you are booking you’ll see a notification on your booking form. You can’t miss it!

Can I make my hotel booking over the phone?

otel.com is designed to give you an easy and secure way to book hotel rooms online. All available hotels and others are displayed by a quick search. However, we do offer an around-the-clock live chat service to assist you with your booking. For emergency inquiries on the spot, you can contact us over the phone.

Why is the price different from when I last checked?

We, as otel.com, deliver the Best Rates and accommodation options through live interactions with a great number of hotels and providers. As the prices change due to availability and high seasons, our sourcing team works constantly to get the best promotions for you. Room availability might also change in a matter of seconds and the room at the rate you have last seen might be sold out. This is why you may see some differences in the rates on a daily and even hourly basis. However, once a booking is confirmed at the rate you have accepted, the room is yours.

Are hotel taxes included in my booking?

Generally hotel taxes are included. For European hotels, these are included in the room rate. For hotels in the United States taxes are shown separately on the website.
There are some exceptions and some hotels, particularly in the USA do charge a resort fee which must be paid directly to the hotel. This is typically $10 to $20 a room a night. Please check with the hotel directly for this information. Otel.com is not responsible for resort fee charges and has no control over their implementation.
Other exceptions can be city taxes, stay taxes, tourist taxes or departure taxes which will be charged by the hotel at the check out time. These additional taxes are charged by the hotel directly and our company has no control over the amount or their implementation. Sometimes this information is on the pre paid voucher. Any applicable city, tourist or other tax is collected by the hotel at the time of check out.

What are the check-in and check-out times?

Check-in and check-out times vary according to the hotel and country. Check-in is usually around 2pm. For more specific information, we suggest you contact the hotel directly.

Why didn’t I get a confirmation of my booking by e-mail?

Please first check that you entered your current email address at the time of the booking. The confirmation e-mail might have been recognized as “spam” by your email provider and sent to your junk box. If that is the case, please mark the email as “not spam”. The email address you entered on the booking page may be incorrect. Please check if it is correct through “My Account”. You will also see your booking there. You can also view all past correspondences on otel.com under “My Account”. This will save you time before contacting us. If you still do not see your booking confirmation, please contact us through our “Contact us” page options, namely Livechat or Request form. We will immediately check and finalize your booking.

How can I add my hotel to your website?

Please click on the link to add your hotel.

All you need to know

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

We would hate to see you in an unfortunate situation. This is why we recommend you to contact the hotel directly and inform them if you expect to arrive after 9pm. Some hotels and apartments have limited reception services after 9pm.

How can I request an early check in or a late check out?

We know how an early check-in might be very convenient. You can specify your additional requests on the booking form. But hotels cannot always accommodate this. They will try their best though. If you definitely need to check-in early, booking the previous night is the only safe option. We strongly recommend you to contact the hotel to avoid any disappointment. If you want to keep your room until after checkout, you need to arrange a late checkout with the hotel reception. They will grant it if they have availability but they might have to charge a half-day (or even a full day) rate. Some hotels even have a “late checkout fee”.

Where can I get a direct phone number to the hotel?

Contact information to the hotel is printed on your prepaid accommodation voucher. We sadly do not have a phone number directory for the properties we are providing. What we do is make a web search, just like you would.

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

Yes. The hotel might require a signed authorization by the cardholder. A copy of a recent credit card statement would also help.

If I am booking for someone else, whose name should I put as the first traveler? Mine, or the person who will stay at the hotel?

Hotels need full names of all persons staying at the hotel. Please provide names and family names clearly to avoid any misunderstanding at check-in.

Why are you requesting additional documentation when I am making a booking for someone else?

We have implemented this to avoid any inconvenience to our clients and also to protect the credit card holder against any misuse of credit card.

My computer crashed as I was completing the booking form. Did my reservation go through okay?

If this is the case, please check your email inbox to see if you received a confirmation e-mail. If there is no confirmation e-mail from otel.com, please contact us immediately. Please do not try to book again before we see what happened with the initial booking.

If I am booking multiple rooms, can I enter just my name instead of all the people traveling?

Unfortunately, no. The names of all people traveling with you must be submitted and the first name should be followed by the family name to avoid misunderstanding at check-in.

How can I check all of my booking?

Simply log in to your otel.com account and go to “My Account”. Your past and future bookings should be there. You can view your booking history, review past correspondences with otel.com and make cancellations and after your checkout date, you can get a copy of your invoice.

I have lost my membership login details, what should I do?

Click on “Forgot my password” on the login page and you will be asked to enter your email address. Your password will be sent to you right away.

My printer is not working. How can I print my prepaid accommodation voucher?

We know the times are digital but it’s still important that you print the prepaid accommodation voucher to take with you to the hotel. On any computer with internet access and a printer, you can log in to otel.com, go to “My Account” and get a copy. If all else fails, at least try to have a digital copy of your voucher with you on your phone, tablet, etc.

I called the hotel and they informed me that they could not find my reservation. What should I do?

If you have recently made the booking, please allow time for the hotel’s own reservation database to update- especially over weekends. If you have your pre-paid accommodation voucher this means that your booking has been confirmed on our side. In most cases rooms are booked through allocated allotment and not on a name basis. It is general practice that until closer to the check-in date the names of the guests are not released by hotel suppliers. All of the confirmation details are on your prepaid accommodation voucher. In the unlikely event that the hotel is still unable to locate your booking, please contact us straightaway. If you do not contact us or you decide not to go to the hotel, please note that we won’t have a case to issue a refund as per our cancellation policy.

I have spotted an error on your website. Who should I contact?

We do rely on the information provided to us by our suppliers and hotels, and assume they are correct and up-to-date. There may be times when there is an error. If you spot an error, please inform us by logging in to your otel.com account and send us a request on our “Contact Us" page. We would really appreciate if you do that. We will do our best to correct errors and omissions as quickly as possible. On the other hand, please be informed that we cannot guarantee the accuracy or have proprietary of any hotel’s website content. We need to disclaim any liability for inaccuracies relating to the information and descript ion of hotels and their products displayed on their websites.

How does otel.com protect my credit card and personal information?

The security of the credit card holder and information is of utmost importance to us. otel.com complies with the highest level PCI DSS standards set out by Visa and MasterCard. We guarantee that all sensitive information -e.g. your name, address and credit card information- are protected with the best security practices available when exchanged over the internet. We use a “Secure Socket Layer” (SSL) to ensure privacy and security of all transactions. “SSL” encrypts data before it is transmitted, so that only the authorized recipient can have access to it. otel.com is also a trusted VeriSign secure site. We use VeriSign digital certificates on all transactions. You may verify our status with VeriSign independently by visiting the VeriSign website.

Payment and refunds

When will my credit card be charged for the booking?

You will be charged in full at the time you make the booking. Your prepaid accommodation voucher will be sent to you right away. For “Pay at Hotel” bookings, the hotel will require a valid credit card number and details to guarantee the booking in the event that you don’t show up or make a late cancellation, etc. The hotel has the right to pre-authorize your credit card to ensure that the card has sufficient funds. The hotel will determine the actual currency for charges.

Can I pay when I get to the hotel instead?

You can choose the “Pay at Hotel” option for hotels that qualify. For “Pay at Hotel” bookings, the hotel will require a valid credit card number and details to guarantee the booking in the event that you don’t show up or make a late cancellation, etc. The hotel has the right to pre-authorize your credit card to ensure that the card has suffcient funds. The hotel will determine the actual currency for charges.

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 otel.com Lefkosa.

I entered the correct name for the credit card holder and I get the message "credit card name doesn’t match”.

Please double check the spaces between words and letters or you contact our customer care team for assistance.

How does your website protect my credit card and personal information?

The security of the credit cardholder and their date is of the up most importance to us We have achieved and comply with the PCI DSS standards as set out by Visa and MasterCard.
Otel.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. Otel.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.

What currency will I be charged in?

Rate displays on our website can be viewed and charged in different currencies. For any other currencies that are not in the currency selection, default currency for charges will be Euros. The actual currency and amount that will be charged is shown on the actual booking page. We support payments in over 40 currencies to avoid surprises on your credit card statement but otel.com cannot be held responsible for currency exchange rates or bank surcharges whatever the circumstances. Some credit card providers might also charge an “International Transaction Fee”. This fee is passed on by some credit card providers because the charge for your booking has been processed outside of the country that you reside in. Please note that the charge has not been passed on by otel.com and that we cannot be held responsible for any international transaction charges passed on by your credit card issuer. For “Pay at Hotel” bookings, the hotel will require a valid credit card number and details to guarantee the booking in the event that you don’t show up or make a late cancellation, etc. The hotel has the right to pre-authorize your credit card to ensure that the card has sufficient funds. The hotel will determine the actual currency for charges. Please know that otel.com makes no charges when you make a “Pay at Hotel” booking.

What are “Verified by Visa” and “MasterCard SecureCode”, and how do they benefit me?

To ensure that credit card transactions on our website are authorized by the cardholder, otel.com uses the “Verified by Visa” and “MasterCard SecureCode” 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 security technologies, visit the “Verified by Visa” or “MasterCard SecureCode” websites, or contact your bank.

Room types and room facilities

What does “Shared Facilities” mean?

The guest rooms will not have en-suite (in room) facilities. WC and shower facilities are shared with other rooms.

Will I have to pay extra for air conditioning, to use the room safe etc…?

A number of hotels do charge extra for guest room incidentals such as air conditioning, safe, mini fridge, television, etc. Any such charges must be paid directly to the hotel. otel.com cannot be held responsible for any incidental charges passed on by the hotel.

Will the room I book be the same as the one shown on your website?

otel.com has access to the largest hotel media library there is including photos of all hotels listed and all room types. However, photos are only a guideline and not necessarily representative of the room that you will be allocated by the hotel but it is safe to assume the pictures are of that hotel and room type of your choice.

Are any meals included?

The meal plan for every hotel is different, and is clearly shown on a number of places; below the room type, on the hotel detail page, on the booking form and also on your prepaid accommodation voucher. Meal plans cover complimentary breakfast -If you wish to upgrade to any other type of breakfast offered at the hotel, you will need to pay a supplement for this directly to the hotel. Other meal plans include “half-board”, “full-board” or “all inclusive” resorts. Some hotel rooms are sold on a “room only basis” where no meals are included in the room rate.

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 travelling. If more persons turn up at the hotel than the room can accommodate then the hotels are within their rights not to accept the booking and in this case no refund will be made. Single Room: this room type will contain one bed for 1 person only. Twin Room: this room type is suitable for two adults and will contain two beds. Double Room: this room type is suitable for two adults in a room with one bed or sometimes two single beds made up as one. Triple Room: this room type will contain either 1 large bed plus a rollaway type bed or 2 Single beds plus a rollaway bed for the third person. USA hotels generally offer a Double room with 2 large beds for 3 people. Twin Plus Child/Double Plus Child: this room type is for 2 adults and 1 child between the ages 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 or vice versa. It is always guaranteed that the room provided by the hotel will accommodate the number of guests booked.

SINGLE ROOM

This room type will contain one bed for 1 person only.

TWIN ROOM

This room type is suitable for two adults and will contain two beds.

DOUBLE ROOM

This room type is suitable for two adults in a room with one bed or sometimes two beds made up as one.

TRIPLE ROOM

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

This room type is for 2 adults and 1 child between the ages 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 or vice versa. It is always guaranteed that the room provided by the hotel will accommodate the number of guests booked.

Will any requests I have made be granted? I have requested a non-smoking, quiet room.

While we undertake to forward your requests to the properties and do our best to provide those, otel.com unfortunately cannot guarantee they are met. These requests are sent to the hotel for consideration and are subject to availability at the time of check-in.

How many beds will be in the room(s) I have booked?

All rooms booked will accommodate the appropriate number of guests in each room, this is based on the total number of guests you have entered on the booking form. For example, if you have booked a triple room, this room type will contain 1 large bed plus a rollaway bed or 2 single beds plus a rollaway bed for the third person. If you have booked a double room then this room type will accommodate two adults in one room with one bed or sometimes two beds made up as one.

Car parking information and directions to hotel

How can I arrange car parking at the hotel?

You need to contact the hotel directly. The contact information can be found on your prepaid accommodation voucher. Please note that most hotels charge a fee for car parking and you should check this with them first.

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 errors please let us know. If you want to be super safe, we suggest you simply shoot an email to the hotel for the most current and complete location information and directions.

At the hotel and after the check out date

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?

We would hate to put you in a situation like this and we work hard to keep our information up to date. We constantly request information like maintenance or construction dates from all of our properties and inform you, but otel.com cannot accept responsibility for any outside disturbance or for any facilities that may not be available at the hotel during your stay or not suited to individual tastes and preferences. 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. Complaints that cannot be resolved at the hotel must be notified to us by email or through the the contact form on our website within 20 days of the checkout date.

I am not happy with the hotel I have booked. What should I do?

Any problems related to your 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 your problem cannot be resolved with the hotel management, contact us immediately. We will try our best to assist. However, if you want to change to a different hotel please know that last minute changes or changes after your check-in at the hotel will incur charges from the original hotel.

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 only happens as a last resort when 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 unnoticed renovations taking place at the original hotel, maintenance, overbooking or that they are closed during certain periods such as Christmas. We would like you to know that we hate this as much as you do since it is completely beyond our control and otel.com accepts no liability for any losses or costs that might occur.

What happens if the hotel is unable to locate my booking when I arrive?

You should speak to the "Reservations Manager” or someone at a similar position at the hotel and give him your prepaid accommodation voucher. The situation is almost always resolved straightaway. Some hotels may have the booking under the second traveler’s name or it could be a similar technicality. If the hotel is still unable to find your booking, you must contact us straightaway at one of the numbers given on your prepaid accommodation voucher.

Cancel and amend a hotel booking

What is my cancellation policy and where can find it?

The cancellation policy that we have in place for every hotel is different and is clearly shown on the hotel information page, on the booking form and also on your prepaid accommodation voucher. During special event periods the hotel may pass on a different cancellation policy of which you will be informed as soon as we are notified. Please also be informed while booking that there are some hotels/rooms that are non-refundable, in which case no refund is possible in the event of cancellation.

How can I cancel my hotel booking?

Cancellations are made online by logging in to your otel.com account, under “My Account”. Please be informed that we will not be bound by nor held responsible for any changes and cancellations made directly with the hotel and please make sure you are familiar with your cancellation policy by reading your prepaid accommodation voucher. There are some hotels that are non-refundable, and some others with a minimum night stay, in which case no cancellation is possible.

Can I amend my hotel booking?

Unfortunately, no. The bookings you made through otel.com cannot be amended. If you wish to amend your dates or details, you will need to cancel and rebook. Please be informed that we will not be bound by nor held responsible for any changes made directly with the hotel.

I have cancelled my prepaid booking online. How will I be refunded?

Any refund due will be credited directly to the credit card that was used to pay for the booking. The refund normally takes between 7–14 days to appear on your credit card statement depending on your bank’s precedures. Please read the hotel’s cancellation policy before going ahead with the cancellation. There are some hotels that are non-refundable, in which case no refund is possible for cancellation.