Frequently Asked Questions
What if I need to change or cancel my booking?
How do I cancel or change my booking?
Will I be charged if I amend a booking and is there a minimum period of notice?
Will I be charged if I cancel a booking? What is the minimum period of notice?
What should I do if I can't check-in on the first day of my booking?
I have made my booking, what happens next?
What documents do I receive after making my booking?
What do if I do not have a valid email address?
Do I have to re-confirm my booking?
If there is a mistake on my documentation what should I do?
What should I do if I lose my voucher and / or booking reference?
I have a question about payment & price
Do your prices include flights?
Are my payment and personal details secure?
Is full payment required at the time of booking or can I pay a deposit?
What payment methods do you accept?
What currency is shown on your site?
Why are there sometimes price differences throughout the year?
Do you 'price match'?
About the hotels
Can I book a suite or sea-view room etc?
What standard of hotels can I book online?
If a hotel is graded as 'superior' what does this mean?
I would like more information on a particular accommodation, what do I do?
What time can I check in at the hotel?
What is the latest time that I can check out?
Will I need to provide a credit card when I check in at my accommodation?
Will there be any additional charges for facilities at the hotel?
When will the hotel have their heating / air conditioning turned on?
Can I make specific requests to the hotel - i.e. disabled facilities, non-smoking rooms?
Can you give me an explanation of available room types?
Are all rooms en-suite?
What are the different board basis that you offer?
Will bed linen and towels be provided?
About travelling with children
Can I book children or groups online?
What age do you class as a child?
Do you offer child discounts?
Can children under the age of 18 book and stay in accommodation alone?
General travel advice
Do I require a Visa for European & other countries?
What are the entry requirements for the USA
Where can I find travel advice?
How many kilometres in a mile?
Other Questions
Are you members of any travel related organisations?
How can I make a booking?
Q. How can I make a booking?
A. You can make a booking either online at www.unpackaged.com or by calling our UK Call Centre free on +44(0) 800 090 1021 between 9am - 6.30pm Monday to Friday, 9am - 5pm Saturday. We are closed on Sunday.
What if I need to change or cancel my booking?
Q. How do I cancel or change my booking?
A. Please contact our UK Call Centre on +44(0) 800 090 1021 for assistance. Please note, any cancellations or amendments must be made in writing through Unpackaged.com and not directly with the hotel.
Q. Will I be charged if I amend a booking and is there a minimum period of notice?
A. A fee of £10 per amendment will be charged for any changes made to a booking if made 42 or more days prior to departure. Any changes made within 42 days of departure will also incur cancellation charges.
Q. Will I be charged if I cancel a booking? What is the minimum period of notice?
A. If you cancel your booking or part of it, cancellation charges will apply. The charges vary according to the notice given and are detailed in our booking conditions. Cancellations must be made in writing and charges are calculated on the date this is received.
Q. What should I do if I can't check-in on the first day of my booking?
A. If you find yourself in this situation please contact us as a matter of urgency on +44(0) 800 090 1021. Alternatively an emergency number will be provided on your accommodation voucher or you can contact the hotel direct. If you do not notify any of the above prior to your arranged arrival your accommodation is at risk.
I have made my booking, what happens next?
Q. What documents do I receive after making my booking?
A. You will receive a booking confirmation via email along with your accommodation voucher. Please ensure that you provide us with a valid email address. Please note that if you have paid a deposit your voucher will be emailed upon receipt of full payment.
Q. What do if I do not have a valid email address?
A. Please contact our UK Call Centre on +44(0) 800 090 1021 for assistance.
Q. Do I have to re-confirm my booking?
A. No, once you have made your booking with unpackaged.com your accommodation or transfer is confirmed. However, the return journey of some transfers will need re-confirming. Details will be provided on your voucher.
Q. If there is a mistake on my documentation what should I do?
A. If you notice a mistake on any of your documentation contact our UK Call Centre immediately +44(0) 800 090 1021, who will be happy to assist.
Q. What should I do if I lose my voucher and / or booking reference?
A. Contact our UK Call Centre on +44(0) 800 090 1021 as soon as possible for assistance.
I have a question about payment & price
Q. Do your prices include flights?
A. No. The price you see is for the accommodation only. We do not sell flights.
Q. Are my payment and personal details secure?
A. Unpackaged.com uses the latest industry standard, 128-bit SSL secure encryption, to keep your details secure. We store the minimum of customer details and we never pass this on to any other company or supplier.
Q. Is full payment required at the time of booking or can I pay a deposit?
A. Our standard terms and conditions require full payment at the time of booking, with the exception of group bookings. However, we do frequently include deposit only bookings as part of our special offer program.
Q. What payment methods do you accept?
A. We currently accept Visa, MasterCard, Delta, Switch and Maestro. European debit cards may be used if they contain a Visa logo facility.
Q. What currency is shown on your site?
A. You can choose to show booking prices in Pounds Sterling and Euro.
Q. Why are there sometimes price differences throughout the year?
A. Prices do vary between different seasons, so you may notice changes between high and low season. There may also be periods when your preferred dates coincide with major trade fairs or localised events. Unpackaged.com will always work on your behalf to find you the most competitive prices.
Q. Do you 'price match'?
A. Yes we do but there are certain requirements please see our booking conditions. You must be able to present written proof of the lower price. It must also be made by an accommodation only company offering like-for-like services and bonding. Unpackaged.com’s decision is final.
About the hotels
Q. Can I book a suite or sea-view room etc?
A. For many of our hotels you can actually specify at the time of booking the room type you would like. If however you cannot find the room type you are looking for please contact our UK Call Centre on +44(0) 800 090 1021 or fill in our ‘contact us’ form and a member of our reservations team will get back to you.
Q. What standard of hotels can I book online?
A. We offer a varied selection of accommodation worldwide from 1* hostels to 5 star luxury. If you cannot find what you are looking for please call or UK Call Centre on +44(0) 800 090 1021 or fill in our contact us form and a member of our reservations team will get back to you.
Q. If a hotel is graded as 'superior' what does this mean?
A. If your accommodation is classed as superior this means that the hotel falls between 2 categories. For example, a 4 star superior hotel will be better than a 4 star but not as good as a 5 star.
Q. I would like more information on a particular accommodation, what do I do?
A. We aim to provide as much detail online as possible. However, if you do require more information or have a specific requirement, contact our UK Call Centre on +44(0) 800 090 1021 and they will be happy to assist you.
Q. What time can I check in at the hotel?
A. Standard check in time is usually around 3.00 pm to allow for the accommodation to be cleaned from the previous occupants stay. Some hotels do offer the service for you to check in earlier and leave your luggage at the hotel. Please enquire at your accommodation for more information.
Q. What is the latest time that I can check out?
A. Standard check out time is usually around 11.00am. Many hotels offer a late check out facility if you have a late flight where luggage can be safely stored. Please ask at your accommodation for more information and any charges for this service.
Q. Will I need to provide a credit card when I check in at my accommodation?
A. Most hotels worldwide require a credit card as a guarantee for any incremental charges during your stay (such as mini- bar and telephone calls). The hotel will usually give you the option of paying in cash upon check out. Villa and apartment rentals may sometimes require a refundable security deposit and this will be included in the individual property description.
Q. Will there be any additional charges for facilities at the hotel?
A. Where possible we will provide you with details of extra charges you may incur during your stay such as pool heating in a villa or gym usage in a hotel. All compulsory charges will be displayed within the information for each property.
Q. When will the hotel have their heating / air conditioning turned on?
A. It is common for most European accommodation to have set dates for operating heating and air conditioning. Generally during the summer season (1st April to 31st October) accommodation will operate air-conditioning and during winter season (1st November to 31st March) heating is switched on. If you have a particular inquiry about a certain hotel please contact our UK Call Centre on +44(0) 800 090 1021.
Q. Can I make specific requests to the hotel - i.e. meal requests or non-smoking rooms?
A. If you have any special requests there is a section on the payment form for you to complete and we will pass this request onto the supplier. Special requests cannot be guaranteed. If your request is a necessity please contact our UK Call Centre on +44(0) 800 090 1021 or fill in our contact us form and a member of our reservations team will get back to you.
Q. Can you give me an explanation of available room types?
A. Single= one single bed and sleeps 1
Standard room = twin or double bed and sleeps 2
Twin = two single beds and sleeps 2
Double = one double bed and sleeps 2
Triple = 3 single beds/ a double and single bed / 2 singles and Z-bed / 1 double and Z-bed and sleeps 3
Quad = A combination of the above + 1 bed and sleeps 4
Self catering accommodation would either be a studio (bed in living area) or villas and apartments with 1,2,3 or more bedrooms being a combination of the above.
Q. Are all rooms en-suite?
A. Most of our hotel rooms are en-suite, however, in apartments, villas and hostels this is not always the case. We will always try to advise you when they are not.
Q. What are the different board basis that you offer?
A. RO = Room Only – these rooms have no self catering facilities and are usually common in US hotels.
SC = Self Catering – usually found in villas and apartments with facilities for preparing your own food within the accommodation.
BB = Bed and Breakfast – Either a continental of buffet breakfast will be provided during your stay
Continental Breakfast – usually consisting of croissants, bread, fruit, cereal, cold meat & drinks
English Breakfast – a full traditional English cooked breakfast with cereal and fruit options.
Buffet Breakfast - usually consisting of croissants, bread, fruit, cereal, cold meat & drinks and sometimes a selection of hot foods.
HB = Half Board – You will receive breakfast and an evening meal.
FB = Full Board – You will receive breakfast, lunch, and an evening meal.
AI = All Inclusive – You will receive FB plus a range of other foods and drinks. Limited alcoholic drinks are sometimes included in this board basis, but not always. Details will be included in the individual property description. For more information please contact our UK Call Centre on +44(0) 800 090 1021 or fill in our contact us form and a member of our reservations team will get back to you.
Q. Will bed linen and towels be provided?
A. Bed linen will be provided in all accommodation as will towels for use inside the hotel rooms. Pool towels are generally not provided but for more information please contact our UK Call Centre on +44(0) 800 090 1021.
About travelling with children
Q. Can I book children or groups online?
A. You can book children online. However, for group bookings of 20 or more please contact our UK Call Centre on +44(0) 800 090 1021 or fill in our contact us form and a member of our reservations team will get back to you.
Q. What age do you class as a child?
A. This varies with different accommodation. If you are unsure please check before booking with our UK Call Centre on +44(0) 800 090 1021.
Q. Do you offer child discounts?
A. Most of our hotels do offer discounts for children, but they vary between properties. Please contact our UK Call Centre on +44(0) 800 090 1021 or fill in our contact us form and a member of our reservations team will get back to you.
Q. Can children under the age of 18 book and stay in accommodation alone?
A For legal reasons and as a safety precaution we can only accept bookings whereby the purchaser and lead passenger is over the age of 18. For any USA bookings this age increases to 21.
General travel advice
Q. Do I require a Visa for European & other countries?
A. Visa requirements vary greatly depending upon the individual and the country - for UK passport holders we recommend that you consult the UK Visa enquiry website on: www.ukvisas.gov.uk. All other nationalities should contact the relevant embassy in advance of your travel date if you are in doubt.
Q. What are the entry requirements for the USA
A. UK citizens travelling for less than 90 days can travel on the Visa Waiver Programme (VWP) however, certain restrictions apply. Please note that entry requirements for the USA will be changing as of 12th January 2009. For more information please www.usembassy.org.uk
Q. Where can I find travel advice?
A. The UK Foreign Office website is a useful resource for travel advice www.fco.gov.uk
Q. How many kilometres in a mile?
A. 1.6 kilometres = 1 mile.
Other questions
Q. Are you members of any travel related organisations?
A. We are proud members of ABTA, membership number W974X.
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