Help & FAQ

Our team at is committed to providing you with the best service possible. Please do not hesitate to contact us for any information, inquiries or feedback regarding our services or the hotel you have booked.

Contact our Customer Support team on:


Phone: +370 315 90005 (LT) 

Phone: +447442704810 (UK) 


Main information

There are four essential elements to making a booking:

  • Guest details: Full name of all guests (as displayed on travellers passport/id. documents)
  • Contact details: email address, postal address and telephone number(s)
  • Hotel & duration details: destination, dates, room type and number of room nights
  • Payment details: credit/debit card details.

For "Book Now" hotels a booking can be completed online, payment can be made and a booking confirmation will be emailed to you within minutes of completing the process. For "On-Request" hotels a booking request can be completed online. Requests are not guaranteed. will respond to you within 48 hours to confirm the booking or discuss alternative options. Credit card details are taken at the time of booking and only processed once a booking is confirmed.

All rates are inclusive of all applicable accommodation taxes and payment card charges, unless otherwise stated during the booking process. Where a hotel chooses to charge a resort fee, this is not included in the rate and must be paid separately to the hotel during the stay. If you have any queries about resort fees, please contact our customer services.

Yes, when entering the guest details within the booking procedure it is possible to request the following options:

  • Disabled access
  • Smoking / non-smoking room
  • Transfer

Please note these requests are not guaranteed until confirmed by We will make every effort, on your behalf, to satisfy your request with the hotel. You will be sent an email advising on the progress of your request within 24-48hrs. It is the responsibility of the guest to inform the hotel directly with regards to late/early arrival requests.

Unfortunately, hotels cannot always guarantee extra beds for children; this is often due to a limited number of sizeable rooms that can accommodate such a request. To qualify for an extra bed, the child must be between the ages of 2 and 11 years. Under the age of 2 years, the child will be guaranteed a cot.

Continental breakfast typically consists of a combination of croissants, rolls or bread, cold meats, fruit, cereals, tea / coffee and fruit juices. Buffet breakfast usually consists of a combination of croissants, rolls or bread, salami and other meats, cheeses, yoghurts, cereals, fruit, jams & spreads, tea / coffee and fruit juices. In some cases hot food choices, such as sausages; eggs and bacon may be available.

Unless stated otherwise, breakfast for adults is included within the room rate. However, each hotel has varying policies regarding the inclusion of breakfast for children. In some cases breakfast for children is free of charge and in other cases a supplement will need to be paid directly to the hotel. Should you wish to confirm any breakfast costs for children please contact by the email or phone.

Once full payment is authorised an email confirmation will be issued automatically to the email address provided during the booking process. The email will confirm the reservation and payment details.

The Hotel Voucher contains the details of the hotel, your stay and a booking reference number, which allows you to review the booking details directly via The voucher should be presented at check-in upon arrival at the hotel.

This means that these rooms do not contain a bathroom and you will need to use a bathroom that is shared with other guests of the hotel.

Paying for your booking and security of the site

Payments can be made by credit or debit card only. Unfortunately, does not accept payment by cheque, or cash.

All hotel prices listed for all destinations are offered in either British Pound Sterling (GBP), Euros (EUR), US Dollars (US$) or Russian rubles (RUS).

Yes. will only provide confirmation of a booking after full payment has been secured.

We accept the following credit cards:

  • Visa
  • Master card
  • American Express

We accept the following debit cards:

  • Maestro
  • Visa Delta
  • Visa Electron

All payment card charges are included within the room rate, unless otherwise stated during the booking process.

Yes, our site is secure. By using a Secure Sockets Layer (SSL), this will encrypt all personal details. Your information is never passed on to any other company or supplier.

Cards can be declined for a number of reasons:

  • The card has not been authorised for use on the internet
  • The card limit has been exceeded
  • A high level of transactions have been made in a short space of time
  • The card details are not being entered correctly, ie name as per on the card, card number with no spaces.

Invoices & Receipts

Upon request, we are happy to provide customers with an invoice for confirmed reservations. We will endeavour to satisfy such requests within 3 working days. However, it should be noted that we are unable to issue VAT receipts. As a European business, our hotel bookings fall under the EC directive: Tour Operators Margin Scheme (TOMS). The TOMS directive recognises that the amount of output tax charged on a hotel reservation is not known at the time of booking, due to different rates of taxation applying in different countries, currency fluctuations and other external factors. The TOMS directive prohibits hotel reservations made under this scheme from being issued with VAT receipts / invoices.

Managing your booking

Amendments/changes can be made online or any amendments/changes please either email or telephone directly. Once an amendment has been made an email confirming/reflecting the amendment(s) made will be sent to you.

It is never too late to cancel your booking. To cancel you must call on + 370 315 24123 or email to Our Standard policy is that cancellations made any time up to 72 hours before arrival will incur a 10% charge of the entire booking cost. Cancellations made 72 hours or less before arrival will result in a one night charge for each room booked. If a customer fails to turn up at the hotel and does not notify they will be charged 100% of the reservation amount. However, please note that some bookings will have non-standard cancellation and amendment policies - but these are stated clearly on the booking form or by our customer service team if you are booking by phone. If your booking has such a non- standard policy then this will take precedence over our Standard policy. All cancellations must be made with us. Any cancellations made directly with the Hotel and not with us will not be recognized. Please see the section on cancellation in our Terms and Conditions for full details of our policy.

If you lose your voucher before departure, then please contact directly by either email or telephone and we will arrange for a replacement voucher to be emailed to you or print online accessing user account. Should you not be able to print a copy of your voucher you must let us know before checking in or your reservation may not be accepted by the hotel.

To obtain another copy of your voucher, please go to View My Booking. When you enter your Booking number and the last name of the person who made the booking, you will be able to access a page where you can print another copy of your voucher. If you have lost your booking number, please contact us by email or telephone and we will resend it.

About your stay

For some hotels we work with, we have an allocation of rooms from which we confirm your booking. Although your booking is confirmed and we have all of your details in our system, we often do not send your details to the hotel until a few days before your arrival date. This is normal and you should not alarmed if the hotel does not yet have details of your name, booking reference, etc. You can always contact our Customer Service Team should you have any further questions about your booking.

Check-in time for most hotels usually starts from 14:00hrs (2.00pm) to allow the rooms to be cleaned and re-stocked after the previous occupant(s). Early Check-in: We recommend you contact your hotel directly, as you may be able to check in earlier and/or leave your luggage with reception. As a general rule hotels will not accept responsibility for the security of the luggage in such cases. Late Check-in: It is the responsibility of the guest to contact the hotel directly to inform of a late check-in.

At check-in you will be required to present the Hotel Voucher, as included within your booking confirmation email. This provides all details of your stay. In addition you will be required to provide proof of identity, e.g. passport or drivers licence.

It is standard practice for hotels worldwide to take your credit card details, as a precaution, to guarantee payment of any incidental charges (such as telephone calls, mini-bar, room service etc.). Upon checking-out any payment for incidental charges will be taken from the credit card, in some cases you will be given the option to settle these costs in cash.

Whether your flight is delayed or should you miss your flight, will not reimburse any payment for non-arrivals. It is advised that you inform the hotel and immediately, as this will avoid any confusion regarding non/or late arrival with the hotel. Although your rooms are guaranteed for late arrival, if you fail to inform or the hotel of your first night non-arrival and fail to check in by 09:00 a.m. the following day, the hotel is under no obligation to keep your room.

The preventive measures you need to take depend on the countries you visit and the length of stay. Please visit the following website for recommendations on specific countries: Please note this is not a complete medical guide. We recommend you consult your local GP as soon as possible during the travel planning process for specific information relating to your needs and medical history.

Other general questions is a live website and operates in real time. We are constantly updating pricing, schedules and improving the functionality of our site in response to customer feedback.

As we only accept payment by debit/credit card, all refunds will be processed to the same card that was used for the initial payment transaction. Once we issue a refund, it may take between 5 and 7 days for the refund to show on your card account.

You can find a hotel's address on the hotel details page. When you have made a confirmed booking, we will also supply the contact number of the hotel in our confirmation email.


Need help?
+44 7442 704810
+7 982 937 2070