How do I create an account?
On the Web version of Guests And Hotels,
- On the top right corner of the page, you'll find the "Sign In" and Sign Up buttons. Click on it.
- At the bottom of this new page, you'll find the "Create account" option. Click on it.
- You can choose to sign up using an existing Google, Facebook, or Apple ID account. Alternatively, you can sign up with your email. Filling in your First Name, Last Name, and Email, you'll be asked to create a password.
- After filling in the information, click on "Sign Up".
- You'll receive a verification email in your inbox. Click on the link in the email to verify your account.
How do I sign in to Guests And Hotels?
On the Web version of Guests And Hotels,
- Click on "Sign In" at the top-right corner of the page.
- A new page will open where you can input your registered email address and password.
- After filling in your credentials, press the "Sign In" button.
How do I change my Password?
To change your password on the Guests And Hotels web, please follow these steps:
- Log in to your Guests And Hotels account.
- Click your profile picture situated at the top right corner of the page and click on "Profile".
- Once on the "Profile" page, select "Edit" next to the Password Field
- You will need to enter your current password and then enter your new password. Confirm the new password by retyping it.
- After you've entered all the information, click on "Save" to change your password.
Where can I check my booking details and status?
You can always view your booking details and status online by signing in and selecting "My bookings" from the account menu. If you don't know your sign-in details, you can follow the "My bookings" link in your confirmation email.
Will I be charged if I cancel my booking?
If you have a free cancellation booking, you won't pay a cancellation fee. If your booking is no longer free to cancel or is non-refundable, you may incur a cancellation fee. Any cancellation fees for a booking are determined by the property.
How do I know if my booking was cancelled?
After you cancel a booking with us, you should receive an email confirming the cancellation. Check your inbox and spam/junk mail folders.
Where can I find the cancellation policy?
When searching for the room, you should be able to find the booking conditions and the cancellation policy along with other room information. You can also find this information on your booking voucher.
When will I get my refund?
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Refund Initiation: Once your cancellation is confirmed, we will immediately begin processing your refund. This typically happens within 24–48 hours after the cancellation request. Do note that depending on the payment methods, some refunds need to be initiated through a cancellation email.
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Processing Time: The exact timing for the refund to reflect in your account depends on the payment method you used at the time of booking:
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Credit/Debit Cards: For most countries, It can take up to 30 business days for the refund to appear on your statement, depending on your card issuer's policies. Note that this does not apply to all countries.
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Bank Transfer/Online Payment: Refunds processed to your bank account usually take 7–10 business days, though this may vary based on your bank's processing times.
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PayPal: Refunds to PayPal accounts are often completed within 3–5 business days.
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Over-the-Counter Payments: These refunds may take up to 15 business days to process, depending on the service provider and the country.
- Communication and Updates: You’ll receive a confirmation email once the refund is processed on Apartments And Hotels's side. Your financial institution or service provider may also send you a notification once the funds are credited back to your account. Please keep an eye on your email and bank/PayPal notifications for any updates regarding your refund. Also, check your spam folders as well.
Am I eligible for a refund?
Whether you're eligible for a refund depends on several factors, including the specific terms and conditions of the room or property you booked, and the timing of your cancellation. Here’s how to check your eligibility for a refund:
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Review Your Booking Conditions: The refund policy is specified in the booking confirmation email and the booking details on your Guests And Hotels account. Each hotel or property has its cancellation policy, which was agreed upon during the booking process.
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Processing Time: To request a cancellation, you can use the self-service option in the 'Manage my Booking' section on our website, or contact our customer service if you need assistance.
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Refund Process: If your booking is eligible for a refund based on the cancellation policy, Guests And Hotels
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will initiate the refund process once your cancellation is confirmed.
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Refund Timing: Please note that while Guests And Hotels process refunds promptly upon cancellation confirmation, the time it takes for the funds to appear back in your account can vary. It most commonly depends on the payment method used at the time of booking. Please refer to "When will I get my refund?" for more information
I have been double charged, what should I do?
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Gather Information: Have your booking reference number handy, along with the transaction details for both charges (date, amount, last four digits of the card used or payment method). Also, prepare a bank statement with this information - the Cardholder's name, the bank's logo, the last 4 digits of the credit card number, the merchant's name as well as the transaction date, amount, and currency.
- Check Your Payment Records: Verify your bank statement or online payment records to confirm that you were indeed charged twice for the same booking. If the records show an "authorisation" charge, it is most likely not a double charge.
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Contact Guests And Hotels Customer Service: Reach out to us directly with the above information. You can contact our customer support through the Guests And Hotels website or app, or by calling our support hotline.
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Investigation Process: Once we receive your details, our team will promptly investigate the issue. We will verify the double charge and initiate a refund for the duplicate payment by Guests And Hotels (if any) or request a refund of the duplicated payment from the property (if any).
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Refund Processing Time: For double charges by Guests And Hotel, after the double charge is confirmed, we will process the refund to the original payment method. For the double charge by the property, we will request the property to initiate a refund and provide us with a refund slip. Please note that the refund may take several business days to reflect in your account, depending on your bank or payment provider's processing times.
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Confirmation: You will receive an email confirmation once the refund has been processed on our end. Monitor your account for the refunded amount, and feel free to reach out if you do not see the refund within the expected timeframe.
