Faq

Searching
Room Types
Pricing
Credit Cards and Payments
Reservation Process
Hotel Policies and Facilites
Cancellation
General

Searching

How do I find available hotels for the period I want to stay?
In the search menu on the left containing the check-in and check-out data, please select the dates of your stay and tick 'Show only available hotels'.

How do I search for hotels by price? In the selection box at the top left of the search page you can sort the listing of hotels by price (when searching for available hotels on a specific date), popularity, class or name.

How do I search for hotels with specific facilities such as, for example, a pool?
In the search menu on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as a "pool."

Where can I find the contact details of the hotel? You can find the address on the hotel page. The contact details will be given, after you have made the reservation, in the confirmation email.

Where can I find the directions to the hotel?
At the bottom of the overview page of the hotel you can find travel information with details on location and directions. On the top left there is an extensive map of the area around the hotel.

Room Types

What's the difference between a Double room and a Twin room?
A double room has one double bed. A twin room has two single beds.

Can I generally request an extra bed for a third person in a double room and at what costs?
It will depend on each hotel's policy and availability. Once you have retrieved the availability for a specific hotel for the requested dates, by clicking on the room name, you will access the room description. If the possibility and the costs of an extra bed in the room are not specified in the room description, please send an e-mail to hotelgoal@guideurope.eu

Pricing

Are the rates on your website per person or per room?
All rates on the HotelGoal website are per room per stay, unless stated differently.

Do I pay a reservation fee?
No, we will not charge you a reservation fee.

Is breakfast included in the price?
Once you have retrieved the availability for a specific hotel for the requested dates, by clicking on the room name, you will find information about breakfast, taxes and room facilities.

Are taxes included in the room rates?
Once you have retrieved the availability for a specific hotel for the requested dates, by clicking on the room name, you will find information about breakfast, taxes and room facilities.

Credit Cards and Payments

Why does HotelGoal need my credit card details?
In general your credit card details are only required as a guarantee for the hotel in case you don't arrive or cancel too late. This might result in a "no-show" charge (generally the equivalent to one night stay) by the hotel. HotelGoal will never charge your credit card. You will pay for your stay at the hotel.

I do not have a credit card. Can I still book a room?
Unfortunately all hotels require a credit card to guarantee a reservation. We are not able to process any reservation without a credit card.

Is it safe to fill in my credit card number? How secure is the HotelGoal website?
Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by Thawte.We also use a firewall which protects our servers and network against unauthorized access. In the unlikely event that your credit card were to be misused, we promise to reimburse you the first 50 Euros on the cost. The credit card is obliged to pay the remainder.

Does the hotel need a deposit or a payment in advance?
You will pay for your stay at the hotel. If the hotel requires a deposit, it will be clearly mentioned on the overview page of the hotel. However, note that some hotels perform a pre-authorization check on your credit card as an extra guarantee. A pre authorization is a validity check to reserve a certain amount that would guarantee the room. This amount may correspond to the price of one night or to the total costs of your reservation. Once the credit card has been validated, the reserved amount will be released

What types of credit card can I use to guarantee the reservation?
MasterCard, Visa and American Express are accepted as a guarantee. However, it is possible that the hotel does not accept all of these for payment. Please check at the bottom of the overview page of the hotel the 'Hotel Policies' section for 'Accepted credit cards.'

Reservation Process

How do I know that my reservation is confirmed?
When you have completed the four steps of the reservation process, an instant on-screen confirmation will appear. It will show your reservation details as well as your booking number. We advise you to print it out. Within a couple of minutes, you will receive a confirmation email containing more information such as the hotel's contact details.

Can I book a hotel room by telephone or email?
Unfortunately, we do not take bookings by telephone or email. But if you need assistance of any sort you can always call us during office hours or send an email to hotelgoal@guideurope.eu.

I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address before finalizing your reservation. Also we have noticed that in some cases our confirmation email may end up in your "spam folder". If you do not receive an email after you have made a booking, please send an email with your booking number and details to hotelgoal@guideurope.eu.

How many rooms can I book in one reservation?
A maximum of 10 rooms can be booked in any one reservation if available. If you want to make a reservation for more than 10 rooms, please send an email to hotelgoal@guideurope.eu. It is not possible to book a meeting room.

Hotel Policies and Facilites

What are the check-in and check-out times of a hotel?
The check-in and check-out times differ. You will find them on the 'Hotel Policies' section at the bottom of the overview page of the hotel. If you are going to arrive late or very early, we advise you to let the hotel know in advance using the Remarks field in the reservation form (in English or the language of the hotel if possible), or inform the hotel directly using the contact details you will find in your confirmation email.

How can I request an early check-in or late check-out time?
Vi consigliamo di contattare direttamente l'hotel. Troverete i recapiti dell'hotel nell'email di conferma.

Come posso sapere se l'hotel accetta animali domestici?
We advise you to contact the hotel. You will find the contact details of the hotel in your confirmation email.

How do I find out if a hotel has a certain facility, e.g. a lift?
You can check the 'Hotel Facilities' on the overview page of the hotel.

What do I do when I have a question about the room or hotel?
We advise you to contact the hotel via the Remarks field on the reservation form (in English or the language of the hotel if possible).

Cancellation

How can I cancel or change my booking?
You can cancel your reservation or send us a request for a modification by clicking on the link at the bottom of your confirmation email.

Do I pay a cancellation fee? HotelGoal will never charge you a cancellation fee. However, in order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of the hotel. You will find the cancellation policy on the 'Hotel Policies' section at the bottom of overview page of the hotel.

How do I know that my booking has been cancelled?
After you have cancelled your reservation you will receive an email to confirm your cancellation.

General

How can I let you know comments or suggestions about the HotelGoal website?
We appreciate your feedback. Please do not hesitate to send any comments or suggestions to hotelgoal@guideurope.eu.