General Booking Terms & Conditions

As part of the MetGlobal group of companies (owned and operated by Prodo Travel Ltd), otel.com was established in February 2004 and has swiftly grown to be one of the top providers of discounted hotel bookings on the internet. Use of the otel.com website is subject to your acceptance of our terms and conditions. If you do not accept these Terms and Conditions, you must refrain from using the website.

Names of persons travelling

It is important that the person making the booking must enter the correct names of all persons travelling. If TBA or another abbreviation has been entered as the guest's name, the hotel may reject the booking. The names of all persons travelling must be entered and the first name should be followed by the Family name.

E-mail Accounts

It is the responsibility of the person making the booking to ensure that they have entered the correct e-mail address. As all e-mail correspondence can be checked from the website by logging into "My Account", otel.com will not accept any responsibility for any messages that have not been read by the client.

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.

Rates and Payment

Rate displays on our website can be viewed and charged in up to 15 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 EUR, USD or TRY. The actual currency and amount that will be charged will be shown to you on the actual Booking page.

Otel.com cannot be held responsible for currency exchange rates or bank surcharges whatever the circumstances.

Once you have accepted the cancellation policy for your booking as well as our terms and conditions, your credit card will be charged for the total cost at booking time.

The amount for your booking DOES NOT include any applicable charges for optional incidentals (such as mini bar snacks or telephone calls).

Rates displayed on the otel.com website are subject to currency fluctuations. There may be slight variations in the published 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.

If submit a Diners Club credit card and JBC for payment of your booking, the transaction will be charged in a different currency to the one in which your booking rates were quoted. The cost of your booking is converted using our bank's exchange rates on the day of the transaction. Otel.com can not be held responsible for currency exchange rates or bank surcharges whatever the circumstances.

Pay at Hotel Pay at Hotel

For Pay at Hotel bookings, the hotel 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. Please note that some hoteliers may capture some part of total amount upfront. If the booking is nonrefundable then the hotel will charge the whole amount in FULL at the time of booking.

International Transaction Fees

The majority of credit card providers charge some sort of an International Transaction fee. This can be as much as 3% although Capital One not only doesn't impose its own fee, but it also eats the 1% fee that Visa or MasterCard impose. This rate may increase up to 7% according to your bank’s own terms. This fee is passed on by certain 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. In addition, some transaction fees with certain rates are imposed on MasterCard, Visa, AMEX, Discover Card and Diners Club credit cards with respect to the type of the card while there is not such an implementation considering the debit cards. This happens only when the card type is not identified. The transaction fee imposed when you have been charged or refunded for the booking is also outside of the scope of otel.com`s responsibility.

Proof of ID

To protect the credit card holder and when a booking has been made by a 3rd party otel.com reserves the right to request proof of ID from the cardholder as well as a signed authorization form.

This security measure is not to cause any inconvenience but merely to protect the credit card holder against any credit card misuse.

Promotion Codes

The maximum amount of credits of a discount code may be lower than the the value of that discount code depending on your selected hotel and room type.

For such cases, the maximum credit amount will be applied and the remaining credits can be used for a future reservation.

Discount codes cannot be combined with any other promotions and offers.

Otel.com reserves the right to change this implementation and hotel rates offered for discount codes at any time.

This security measure is not to cause any inconvenience but merely to protect the credit card holder against any credit card misuse.

Room Types and Specific Requests

While we undertake to ensure that your requested room type and smoking preference is available, otel.com cannot guarantee the actual bedding make-up of the room. These requests are sent to the hotel and are subject to availability.

It is the responsibility of the person making the booking to ensure that the room type booked will be suitable for the party travelling.

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 a double-bedded room instead of a twin. Please be aware that the majority of European hotels provide 2 single beds pushed together to make a double bed, and please note that otel.com cannot be held responsible for the actual size of the room, the extra beds etc. While all room type preferences are forwarded to the hotel, room allocation is done by the hotel and subject to availability at the time of check in.

Hotel Information and Facilities

Hotel information: While otel.com strives to present hotel information as accurately as possible, we are not responsible for the accuracy of this information or for any facilities that may or may not be available at the hotel during your stay or not suited to individual tastes and preferences. Redecoration/ renovations and maintenance are necessary to the upkeep of the hotel and may take place without prior warning; however the hotelier or supplier will endeavour to keep inconvenience to a minimum. The effects of normal wear and tear can be expected in a hotel and these are beyond our control. Otel.com cannot accept responsibility for any disturbance or inconvenience to the client beyond its control nor for accidents or loss in a hotel caused by hotel management or staff.

The hotel and guest room photographs are provided to give a general overview of the hotel. Guest room photographs may be of a different category to the one you book and not identical to the room you are allocated at the hotel.

Additional charges made by the hotel

Otel.com has no control over any extra charges that a hotel may decide to their implement 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.

Likewise otel.com has no control over any fees that a hotel may pass on for luggage storage, Sauna, spa and swimming pool use, car parking fees etc….

During the festive season, essentially Christmas and the New Year, there are hotels which impose a compulsory gala and guests must pay any supplement for the gala dinner. Our company is not always informed about Gala dinner supplements and otel.com cannot be held responsible for any gala supplements passed on by the hotel.

Resort Fees

Some hotels do charge a resort fee which must be paid to the hotel directly e.g. the USA, Italy, ...

Otel.com is not responsible for resort fee charges and have no control over their implementation.

City tax, Tourist tax, Local taxes and Stay tax

Since we are constantly expanding our destinations, this has meant that some properties have different policies regarding taxes, whether city, tourist or local. Our rates have always included any applicable hotel taxes but tourist and local taxes which generally include the use of local services in this case will have to be paid directly to the hotel. 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.

Check in age limit

All of the hotels on the otel.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 Unites States and the travellers are under 25 years of age please contact the hotel directly for clarification.

Changes in Published Rates

Otel.com reserves the right to correct any pricing or displayed errors and/or commissions. This includes errors and/or commissions from a supplier or hotelier.

In the event of a price error and/or commission, we will offer you the choice of either keeping the booking at the correct rates, cancelling the booking or subject to availability we will offer you a suitable alternate hotel. This applies to both confirmed and on request bookings.

Not all of the hotel rates are applicable for the local market and in such cases the hotel is within their rights to change the rates without prior notice.

Fair Events and Special Dates of Travel

Over certain periods such as sporting, festival and fairs hotels may impose strict restrictions regarding cancellation and conditions of stay. It is possible that these changes may be advised to us after the booking has been confirmed.

Cancellations and Amendments

Cancellations and amendments will not be accepted over the telephone and must be made in writing through the otel.com website by logging into the 'My Account' page. You should make sure you are familiar with the cancellation policy for the hotel you have booked by checking the information on your hotel voucher.

Amendments are subject to availability and if you want to change the dates of stay, then the rates can be subject to an increase or decrease.

Pay at Hotel bookings does not accept amendments. You will need to cancel your existing booking and make a new booking.


Refunds will be processed in the currency charged. For example, if you do not reside in a € or $ participating country, when checking your credit card statement you must allow for currency exchange fluctuation which may occur. Otel.com cannot be held responsible for changes in currency exchange rates.

Please allow 7 or 15 business days for the refund to reflect on your credit card statement. Kindly note that the refunds will be processed by banks. Otel.com can not be held responsible for this process. Some specific issues may take more time than mentioned.

Hotel Accommodation and Complaints

Part of the enjoyment of overseas travel is experiencing local customs and not expecting a real 'Home from home' experience. Guest rooms facilities and decoration will vary from country to country. Scandinavian guest rooms for example tend to be simply furnished while London guest rooms are famous for being compact!

Complaints: Any complaint which cannot be resolved at the hotel must be notified in writing to otel.com within 3 days of the check out date. A copy of the complaint must be also submitted to and signed by the hotel manager.

However, if there is something which can not be resolved at the hotel during reservation period it is better to inform us to get quick resolution.

Otel.com always tries to solve your problem within 5-15 workdays. Please note that this period of time may extend in accordance with the nature of the query.

Hotel Unable to Provide the Accommodation Booked

If the original hotel booked is closed, over booked or has maintenance problems and/or cannot provide the room(s) booked. You accept that the hotelier or supplier is responsible for finding you alternate accommodation of a similar standard. Where we have prior notice we will contact you by e-mail.

In case of any bookouts, otel.com is responsible only to offer one alternate hotel. More than one alternate hotel will be optional. Otel.com constantly tries to find hotels in the desired area but this situation can change according to the consistency of the city (big events, conferences, festivals can sometimes take place in the city). This means otel.com may offer far-away alternatives.

A booking is considered to be a group booking when there will be 10 or more pax travelling. Otel.com reserve the right to cancel any FIT booking made for a group or if we consider them to have been made for the purpose of holding space for future sale. Please submit your group request using the otel.com group page. Any booking that is considered a group that the applicable rates and terms & conditions will be applied.

Otel.com accepts no liability for any losses or costs that might occur as a result of re-location as this is completely beyond our control.

Map Information

Maps are provided for information purposes only. While otel.com strives to present hotel and map information as accurately as possible, we do not accept any responsibility for the accuracy of this information or for any errors and/or commissions. We suggest that you contact the hotel directly to obtain the most current and complete location information and directions.


The otel.com website is for legitimate bookings only. Anyone found to have used a credit card of which they have no authorised use will be liable to prosecution.

We reserve the right to cancel any booking that is deemed not to be legitimate.

When you contact us we will reply to your query within 5 days.

Depending upon the nature of your query please allow up to 20 working days especially in the case of past booking queries for the situation to be looked into and concluded.


Otel.com will provide you with an invoice which can be printed from the website after the check out date by logging into the "My Account" page.

Invoice for all Pay at Hotel bookings will be provided directly by hotel.


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.

Security and Privacy

When visiting our website a record of your visit is logged.

Our company operates secure servers to minimize the risk of unauthorised credit card use.

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 GlobalSign secure site. We use GlobalSign digital certificates with all transactions. Otel.com is also PCI Level 1 compliant. You may verify our status with GlobalSign independently by visiting the GlobalSign website.


Otel.com does not accept liability for any errors and/or commissions and reserves the right to change the information published at any time and without prior notice.

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