How do I cancel my reservation?
If you only sent a request, write to the desk — nothing has been charged. If a stay was confirmed and paid under a written confirmation, cancellation is what that writing and the cancellation page said. We do not cancel from a My Purchases screen.
How do I change my reservation?
Write to the desk with the new dates or names. The hotel may accept, refuse, or re-price. A non-refundable confirmation cannot be treated as flexible. Availability for new dates is not guaranteed; do not assume you can cancel one stay and keep the same rate on another.
Where can I find my cancellation policy?
On the offer you requested and in the written quote or confirmation. There is no payment page on this site in the current release. If you have a confirmation, that document is the policy that applies.
What does non-refundable mean?
It means that after the confirmation said so, money collected for that stay is not returned, except where the writing or a mandatory law says otherwise. We will not hide that word if it applies.
When is my reservation confirmed?
When the desk sends a written confirmation naming the hotel, dates, and amount — not when you submit the website form, and not when you see a starting price.
I did not receive a confirmation. What should I do?
A request does not produce a booking confirmation. If you were promised a confirmation and nothing arrived, write again and check spam. We can resend the same writing; we cannot print a voucher from My Account.
How do I make a special request?
Put it in the request notes and we will ask the hotel. For a late check-in or a specific room, the hotel must agree. We do not promise a request the hotel has not confirmed.
Why am I seeing a different amount than the page?
Starting prices change with dates, room type, and what is left. The quote is the amount for your dates. If a page figure was wrong, we correct it in writing before anyone pays.
Is the rate based on two people?
Often yes. Extra adults and children are in the quote. Select the real number of travellers in the request so we do not price a room that will not hold you.
Where can I find information about the hotel?
On the hotel page and the offer: name, place, and the stay we wrote. Amenities and photos can be incomplete. The quote can correct a detail.
Where can I find the hotel’s contact details?
On the written confirmation, once a stay is held. Before that, write to our desk rather than guessing a number from another site.
What is included with the stay?
What the offer and the quote list: nights, named hotel, and any transfer or visit we wrote. Breakfast, parking, or a view is included only if that writing says so.
Do children cost extra?
It depends on the hotel. Write ages in the request. The quote will say if a child shares a bed or needs an extra bed.
Do cots or extra beds cost extra?
Usually they are extra and subject to the hotel. Ask in the request. We do not add them silently to a starting price.
Is the hotel pet friendly?
Only if the quote says so. Many hotels limit pet rooms. Do not assume a photograph of a garden means a pet is allowed.
What is the difference between a double room and a twin room?
A double has one bed for two. A twin has two separate beds. If you need one or the other, write it; the hotel confirms.
Can I earn the hotel’s loyalty points?
Sometimes, if you give the hotel your number after the stay is confirmed. We cannot promise every hotel will award points for a stay we arranged.
How are star ratings determined?
We use the class we wrote on the offer — the hotel’s stated class and what we have checked — not a member-review score from a club we do not run.
Are group rates offered?
A family or a small named group can be written as one request. For many rooms, write to the desk; the hotel sets group terms. We do not run an automatic group engine.
When will I be charged, and who charges the card?
Not on this website in the current release. If payment is collected later, the written request will say whether the desk or the hotel collects, and when. Until then, do not assume a hold has been placed.
What currency do I pay in?
The currency in the written quote. Page figures may be in Saudi riyals. Conversion on another site is not our bill.
Are taxes included in the price I see?
Starting prices may exclude taxes. The quote states what is included. Mandatory hotel fees, when we know them, are written there.
Are prices per person or per night?
Read the offer. Most stays are per room for the nights written, not a per-person nightly rate unless the quote says so.
What about additional charges?
Resort fees, extra beds, paid Wi-Fi, or spa access may be charged by the hotel at the stay. When we know a mandatory fee, we write it. After checkout, ask the hotel about a line you do not recognise.
What should I do if I have an issue with a hotel we arranged?
Write to the desk and name the confirmation. We will take it up with the hotel. We are not on a published US phone line from morning to evening Eastern Time.
How do I contact the desk?
WhatsApp from this site, or the request form on an offer. See Terms and the cancellation page for how a stay is governed.