Please check our menu for instant help and instant replies to any questions you may have.
The otel.com FAQ Instant help page is regularly updated.
Please check our Instant help before contacting us…
How can I get an invoice?
From our website you can print your invoice after the check out date and not before; it’s very easy to access your invoice online at otel.com. From the top of the home page please Login to My Account. You will be required to enter your e-mail address and password.
Are your rates per room or per person?
The rates you see on the otel.com website are per room per night. Please make sure you select the correct room type(s) for the number of persons travelling. It is the responsibility of the person making the booking to ensure that the room type booked will be suitable for the party travelling.
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
What is the minimum age to be able to check into a hotel?
All of the hotels on the otel.com.com website require one of the guests to be at least 18 years of age. In some states of America there are higher age limits. If you have booked a hotel in the United States and the travellers are under 25 years of age please contact the hotel directly for clarification.
What is the FivePlus Loyalty Program?
FivePlus is a loyalty program which rewards you every time you make a hotel reservation through the Otel.com website. Unlike other hotel loyalty programs FivePlus does not limit you to a particular hotel chain or brand. Whenever you book through otel.com, you earn 5% of the total value of the booking as credits towards your next hotel booking.
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.
Can I pay when I arrive to the hotel?
If you wish to pay at the hotel please choose a hotel with the Pay at Hotel logo. For Book Now! Pay Later Hotel! bookings, the hotel will require a valid credit card to guarantee the booking in the event that you don't turn up or make a late cancellation. The hotel has the right to pre authorize your credit card and ensure that the card has sufficient funds. The hotel will determine the actual currency for charges.
Can I make my hotel booking over the phone?
While the otel.com website was designed to give customers an easy way to shop and reserve hotel rooms online, we understand some customers prefer a more personal touch. Our call centre team will be pleased to help with your booking over the phone.
Why is the price different to when I last checked?
The prices you see on the otel.com website are subject to currency fluctuations. There may be slight variations in the rates on a daily basis that will reflect any movement in the currency exchange rates. Additionally room availability comes from different providers; this may also reflect a price difference. Once a booking has been booked and confirmed at the rates you have accepted, there is no refund for any price difference.
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 is the hotel's check in and check out time?
Check in and check out times vary according to the hotel and country. Generally check in is defined as 14:00. For more specific information, we suggest you to contact the hotel directly.
Why didn't I get confirmation of my booking by e-mail?
The e-mail 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.
It is the responsibility of the person making the booking to ensure that the e-mail address has been entered correctly. As all e-mail correspondence can be checked from the website by logging into 'My Account' page of the website. Please log in and check before contacting us.
My flight does not arrive until the evening. Do I need to inform the hotel for a late arrival?
If you expect to arrive after 21.00 hours we suggest that you contact the hotel directly and inform them of your arrival time; because some hotels and apartments have limited reception services after 21.00 hours.
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. If you want to keep your room until after the check out time 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.
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 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.
Can I book a hotel for someone even though I will not be travelling?
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.
If I am booking for someone else, whose name should I put as the lead traveller? Mine, or the person who will stay at the hotel?
The names of all persons travelling must be entered and the first name should be followed by the Family name to avoid for any misunderstandings at the check in time.
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.
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.
If I am booking more than one room can I enter just my name instead of all the people travelling?
No. The names of all persons travelling 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 check on all of my booking (s)?
It's very easy to check your bookings and control your account online at http://www.otel.com. From the top of the home page please click 'My Account'. You will be required to log in with your e-mail address and password.
Once you have logged in you can; view your reservation history, check your e-mails from us and make amendments and cancellations. Once you have completed your stay you can print your invoice.
I have lost my Membership log-in details, how can I receive a reminder?
Enter the 'My Account' page of the otel.com website and click on 'Forgot my password'. You will be asked to enter your e-mail address and your password will be sent to you.
My printer is not working. How can I print my pre paid accommodation voucher?
It's important that you print the pre paid accommodation voucher to take to the hotel. There is no need to print the voucher from the computer originally used to make your booking. You can use an internet cafe computer and print your voucher from the cafe. It's quick and easy to print your voucher from any computer online at otel.com by logging into the "My Account" page.
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 system to update especially over week ends. If you have your pre paid accommodation voucher this means that your booking has been confirmed to our company. 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 our supplier. All of the confirmation details are on your pre paid 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 and you do not give us the chance to assist or you decide not to go to the hotel, please note that no refund will be applicable 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 as correct and up-to-date. There may be times when there is an error or omission. If you spot an error please inform us by logging in to the My Account page and selecting the correct category for your query 'Error or omission on website.' We will do our best to correct errors and omissions as quickly as possible after being notified of them. Important; otel.com does not make any guarantee or representation as to the accuracy or proprietary of its site content and disclaims liability for inaccuracies relating to the information and description of hotels and their products displayed on the website.
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 web site.
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 straightaway.
Can I pay when I get to the hotel instead?
Pay at Hotel For Book Now! Pay Later Hotel! bookings, the hotel will require a valid credit card to guarantee the booking in the event that you don't turn up or make a late cancellation. The hotel has the right to pre authorize your credit card and ensure that the card has sufficient 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.
Even though I entered the correct name of the credit card holder I get the online message "credit card name doesn't match"
Please double check the spaces between the names or you may call our customer support centre 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 14 different currencies. Some credit card providers may 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 any other currency that are not in the currency selection; the default currency for charges will be €. The actual currency and amount that will be charged will be shown to you on the actual Booking page.
Otel.com can not be held responsible for currency exchange rates or bank surcharges whatever the circumstances.
Pay at Hotel For Book Now! Pay Later Hotel! bookings, the hotel will require a valid credit card to guarantee the booking in the event that you don't turn up or make a late cancellation. The hotel has the right to pre authorize your credit card and ensure that the card has sufficient funds. The hotel will determine the actual currency for charges. Otel.com makes no charges in relation to Pay at Hotel bookings.
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, otel.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.
Room types and room facilities
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.
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, hire of television remote etc...Any such charges must be paid direct to the hotel and 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?
Photographs are a guideline only and not necessarily representative of the room that you will be allocated by the hotel.
Are any meals included ?
The meal plan for every hotel is different and is clearly shown below the room type on the hotel information page, on the booking form and also on your prepaid accommodation voucher. Meal plans cover complementary breakfast - 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.
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 hotel are within their rights not to accept the booking and in this case no refund will be made.
This room type will contain one bed for 1 person only.
This room type is suitable for two adults and will contain two beds.
This room type is suitable for two adults in a room with one bed or sometimes two beds made up as one.
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, otel.com cannot guarantee any requests. 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 rollaway type bed or 2 single beds plus rollaway bed for the 3rd person.
If you have booked a double room then this room type is suitable for two adults in a room with one bed or sometimes two beds made up as one.
Car parking information and directions to the 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 pre-paid 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 error please let us know. We suggest that you contact the hotel directly to obtain 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?
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.
Otel.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.
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.
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, overbooking or that they are closed during certain periods such as Christmas. Otel.com accepts no liability for any losses or costs that might occur as a result of relocation as this is completely beyond our control.
What happens if the hotel is unable to locate my booking when I arrive?
You should speak to the "Reservation Manager" at the hotel and give him your prepaid accommodation voucher so that the situation can be resolved straightaway. Some hotels may have the booking under the 2nd traveller name rather than the lead name of the guest. 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 your cancellation policy?
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 pre paid 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. There are some hotels that are non refundable in which case no cancellation or amendment is possible.
How can I cancel or amend my hotel booking?
All cancellations and amendments must be made online by logging into the 'My Account' page of the otel.com website. 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 by reading your pre paid accommodation voucher. There are some hotels that are non refundable and some which have a minimum night stay in which case no cancellation or amendment is possible.
Will there be a change in price if I amend my booking?
Any amendment is liable to a change in price, especially if the new dates fall over a weekend or a fair event period. We will always notify you of the new price.
I have cancelled my pre paid 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 10 days to appear on your credit card statement depending on the banking system.
Transfers booked online
How do I locate my driver, vehicle or pick-up point?
You transfer voucher will specify all the details, a name and number for the local representative. Otel.com will not be responsible for any missed transfers if the information on the transfer voucher has not been followed and the local agent has not been contacted to re-confirm the transfer.
Will the transfer be direct or stop en-route?
Depending upon the type transfer booked, shuttle and shared transfers will pick-up and drop off people en-route, private transfers provide a direct door to door service.
May I bring luggage for 10 months, although I’m just staying for a week?
Bringing any oversized luggage may incur a local charge.