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Frequently Asked Questions

Frequently Asked Questions

My Account 

How do I reset my password?

To reset your password, please click here.

I’m having technical issues on your website, what do I do?

Please email us at customerservices@hotelconnexions.co.uk where your query will be forwarded to our IT department. If you are having trouble booking online, please call us on 0141 212 5053.

 

Booking 

How far in advance do I need to book my hotel?

You can book your hotel as far in advance as you like, subject to availability at the hotel. You can also make a booking for a hotel on the same day of travel. 

Can I make changes to my booking?

Outwith 48 hours of your arrival time, you can make changes to your booking. Please refer to the CANCELLATIONS / AMENDMENTS section below. 

Where can I find more information about the hotel?

Please visit the hotel information page on our website, which provides details on the hotel, including amenities, room information, location and local tourist information. 

What does DB&B include?

DB&B means Dinner, bed & breakfast. Dinner option varies depending on the hotel and offer. This will be defined on the offer page. 

Can I book an offer as a gift?

Hotel offers can only be booked with specific dates. Our offers are not vouchers and are subject to availability, so to avoid disappointment, it is best to book these as soon as possible. 

I haven't received my confirmation yet, what should I do?

If you have not received your confirmation within 24 hours of booking, please contact us at customerservices@hotelconnexions.co.uk or calling us on 0141 212 5053.

What are the check in / check out times?

This varies from hotel to hotel. Please either check your booking confirmation, or you can find this information on the hotel page under 'Overview'. 

Do I need to book my dinner before I arrive?

We highly advise booking your dining time prior to arrival to avoid disappointment. This should be booked directly through the hotel. 

Do I need to book my spa / golf activity before I arrive?

Yes, please contact the hotel directly to pre-book your activities before arrival. 

What is the difference between a Double and Twin Room? 

A Double Room comprises 1 double bed, and twin rooms have 2 single beds. Some hotels offer 'zip and link' rooms, which can accommodate either requirement. 

I have made a special request, will this be fulfilled?

All special requests will be sent to the hotels, and fulfilling these will be at the hotel's discretion and subject to availability, depending upon the request. 

Can I bring my dog?

Over 100 of our hotels are dog-friendly, to see the full list, please click here. Please note, some hotels carry a fee for dogs.

Is it possible to get extra beds / cots for children?

Additional bed facilities vary from hotel to hotel. You can find details on the individual hotel information page on our website, under Rooms & Facilities. If you require more information, please contact Customer Services. 

 

Payment

Are my card details secure? 

All transactions on our website are processed using Sage Pay, a secure online payment gateway that encrypts your card details in a secure host environment.

Do I need to pay for my break in full?

With Hotel Connexions, most of our hotel offers require only a 15% deposit to secure your booking. However in some cases, the offer must be fully prepaid, and is non-transferrable, non-refundable. You can find this information on the hotel offer page, under the terms and conditions. 

How can I pay for my hotel break?

You can pay using a Credit Card or Debit Card or with your Hotel Connexions Gift Voucher. 

 

 

Cancellations / Amendments 

Can I cancel my booking? 

For hotels that only require a deposit, cancellations can be made before 48 hours of arrival. Any deposit made on the booking will not be refunded. If you cancel your booking after this time, you will still be charged the price of the first nights' stay. For offers that have been fully prepaid, no refunds or transfers will be given.

I need to change / amend my booking, will I need to pay a fee?

You can make an amendment to your booking before 48 hours of arrival at the hotel. There is a £15 administration charge per amendment.

I made a booking but I can’t go, can I change the name and give it to someone else? 

Yes. It is is free to transfer the name of your hotel booking. To make this change, please contact us on 0141 212 5053.

 

Gift Vouchers

How do I purchase gift vouchers?

You can either purchase gift vouchers online here, or by calling us on 0141 212 5053.

How do I redeem my gift voucher?

All gift vouchers must be redeemed with Hotel Connexions, and cannot be used at the hotel directly. You can use your gift voucher to pay for your booking online or over the phone. The full amount of your voucher will be used against your booking, even if a small deposit is only required. Any credit not used on this transaction can be used towards your next booking. 

Do I need to take my gift voucher with me to the hotel?

No, all gift vouchers must be redeemed at the time of booking and proof of voucher is not required at the hotel. 

When does my gift voucher expire?

Gift vouchers are valid for 12 months from date of purchase, which is clearly stated on the voucher. As long as you make your booking within this time frame, you can choose to travel after this period, subject to availability, at your chosen hotel.

My voucher has expired, what can I do?

Unfortunately, gift vouchers are invalid after the expiration date, and cannot be reinstated or extended. 

How can I check the balance of my gift voucher?

To check your balance, please email us at customerservices@hotelconnexions.co.uk.

Can I pay in part by gift voucher?

The total balance of your gift voucher will be used against your booking. If your gift voucher value is less than the total amount, the remainder can be paid by Credit / Debit Card. 

Can I use more than one gift voucher per transaction?

Yes you can. Simply enter the gift voucher reference, followed by a comma. 

 

Signature Club

What is the 'Signature Club'? 

Signature Club is our enhanced membership which offers customers added features and benefits when booking one of our Signature Club Hotels. Benefits include unlimited third night free, and extras such as complimentary room upgrades, bottle of wine, afternoon tea, golf & spa experiences and so much more. To find out more, please contact us on 0141 212 5053. More information about our Signature Club will be available online soon. 

How do I join, what does it cost?

Join today for only £39.95 for 12 months and enjoy all these benefits and more. To sign up, please contact our Sales Department on 0141 212 5053.

How do I cancel my membership?

Once purchased, we offer a 30 day 'cooling off' period where cancellation and refund of membership is accepted providing you have not utilised any of your membership benefits. After this time period, cancellations are accepted but no refund will be offered. Your membership will be valid for the 12 months from date of purchase and will not be renewed automatically. 

 

Complaints 

I have arrived at the hotel and there is an issue, who do I contact? 

Please speak directly with the hotel initally to resolve the issue. If a problem persists, please contact us on 0141 212 5053 and we will endeavour to find a solution. Please note, once your booking has been made through Hotel Connexions, the hotel is responsible to ensure your stay is fulfilled as sold. 

I was not happy with my hotel stay, who should I contact?

Please speak directly with the hotel to resolve your issue in the first instance, should you fail to receive a response, please contact us by email to customerservices@hotelconnexions.co.uk and we will endeavour to reach a satisfactory resolve with the hotel on your behalf.

 

Contact Us

My question isn't listed, what do I do?

If your question has not been answered in our FAQ section, please contact us at customerservices@hotelconnexions.co.uk or call one of our friendly advisors on 0141 212 5053.