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FAQ Orbis - Frequently Asked Questions
You can find the frequently asked questions below, which regard the reservation of hotelsfrom the Orbis' base. Click on the question to get the answer.
- What is the difference between the guaranteed and non-guaranteed reservation?
- Guaranteed reservation is valid until the end of the first hotel night of your reserved stay, while non-guaranteed reservation remains valid until 6 p.m. on the scheduled arrival date.
- Can I make a payment with the Visa Elektron or Maestro card?
- Only the following cards are accepted by the credit card transaction settlement system: Visa, Mastercard, Diners Club, JCB, Polcard, PBK Styl. Non-embossed cards such as Visa Elektron or Maestro are not accepted.
Some banks provide for the possibility of using their non-embossed cards to make a payment. In order to make sure, please contact your bank which issued the card.
- Does the rate for hotel room include breakfast and VAT?
- All room rates include VAT (7%).
Information about breakfast is given below each rate.
- When does a hotel night begin?
- Hotel night begins at 2 p.m. and ends at noon (12 a.m.) on the following day.
- Can I make a transfer via electronic banking tools?
- You can make a transfer of payment for the reserved hotel room in any manner whatsoever. Transfer order may be placed with a bank or made via electronic banking tools.
In the future we intend to provide the option to make automatic transfers of payments by connecting the OrbisOnLine system with selected banks equipped with the necessary tools.
- Do I need to log into the OrbisOnLine system to search through hotel offers?
- You do not need to log into the OrbisOnLine system to search though the offers available in the system!
You need to log-in only for the purpose of making the reservation.
- I have forgotten my password. What should I do?
- If you have forgotten your password into the system, please send your first name, surname and e-mail address and a telephone number to LINK: kontakt-orbisonline@orbis.pl
- My residence address has changed, where can I update my particulars?
- In order to modify the information provided originally in the registration form, please log into the OrbisOnLine system and then click on the "Data change" button in the left upper corner of the screen.
After relocation to another page, you can change the information entered during registration.
- Where and how can I modify or cancel the reservation?
- The reservation may be canceled or modified in the OrbisOnLine system You can modify the reservation by clicking on the link "Your reservations" at the bottom menu of your screen. In order to modify or cancel the reservation via the OrbisOnLine system, you must be logged in as the user who made the reservation.
- I have not received a confirmation of my reservation. What should I do?
- If for some reason you have not received a confirmation of your reservation, you can always check whether the reservation is valid by clicking on the link "Your reservations" at the bottom menu of your screen. In order to use this function, you must be logged in as the user who made the reservation.
If a list of reservations displayed on this page contains information about reservation you have made, it means that a room in the hotel you have selected will be ready for you on the scheduled arrival date. If the list does not confirm the reservation, it means that it has not been made. In such case, please go though the reservation process once again.
- I would like to reserve seven rooms, and the system allows for selecting six rooms only. What should I do?
- The OrbisOnLine system allows for making a reservation for up to six rooms at one time. Should you wish to reserve more rooms, please make another reservation for one more room on the same date.
- Where can I make a note than I would like a non-smoking room or twin beds?
- Special requests, for instance room for smokers/non-smokers, twin beds, double bed or extra bed in the room, etc. should be entered in the field REMARKS, RESERVATION STEP No 2/2.
- How do I pay for my children?
- Hotels operating under Mercure, Novotel and Orbis Hotels brands apply the following terms and conditions to children:
- Children aged up to 16 (two at the most) staying in a room with their parents are entitled to a free stay and a free breakfast.
- Children aged up to 16 accompanying their parents (two at the most) staying in a separate room shall be charged at 50% discount on the price of room with breakfast.
If such discount is not be available during your scheduled stay due to high occupancy in the hotel, a relevant message will be sent to the e-mail address specified on the reservation form.
Discounts for children are only available on rack rates.
- Can I make a reservation of a triple room?
- Should you wish to have an extra bed in a double room, please enter this information in the field the field REMARKS, RESERVATION STEP No 2/2. You will receive a confirmation at e-mail address specified on the reservation form.
- Can I arrive in the hotel with my pet?
- Some hotels presented in the OrbisOnLine system accept pets. If you wish to take your pet with you, please enter this information in the field the field REMARKS, RESERVATION STEP No 2/2. You will be notified of the fee for your pet in the confirmation sent at e-mail address specified on the reservation form.
- I would like to reserve a room for a disabled person. Where can I make a note that I am interested in this type of a room?
- If you require a room for the disabled, please enter this information in the field the field REMARKS, RESERVATION STEP No 2/2. You will receive a confirmation at e-mail address specified on the reservation form.
- Does the hotel offer transfer service from the airport? If yes, how can I book this service?
- If you are interested in transfer service to the hotel, please enter this information in the field the field REMARKS, RESERVATION STEP No 2/2. You will be notified of the fee for transfer in the confirmation sent to e-mail address specified on the reservation form.
Unless the contract with Orbis S.A. provides otherwise, customers are responsible for the payment of the transfer fee on their own.
- Where can I find detailed information on a given hotel?
- Detailed information on all hotels is available at www.rezerwuje.pl
- How can I get an invoice for my stay in the hotel?
- Invoices are issued by the hotel in accordance with the provisions of the VAT Act (Act on Goods and Services' Tax).
- Can I make a reservation today for today via the OrbisOnLine system?
- Yes, in the OrbisOnLine system you can make a reservation from today to today.
- What is the advance period for room reservations in the OrbisOnLine system?
- There are no time limits as regards making room reservations in advance via the OrbisOnLine system.
- Do I get any miles in the Miles and More program after making a hotel room reservation via the OrbisOnLine system?
- Yes, in the Miles and More program miles are granted in accordance with the terms and conditions of the program, though only on rack rates. If you are staying at preference or special rates, no miles will be awarded. The relevant number of miles will be granted to you at the end of your stay in the hotel.
- Is a holder of the Orbis Gold Club card entitled to any discounts when making hotel room reservation via the OrbisOnLine system?
Discounts to which members of the Orbis Gold Club program are entitled are awarded on rack rates upon the arrival to the hotel in accordance with the general terms and conditions of the program. Discounts do not apply to preference or special rates.
- Being a member of Accor loyalty program, am I entitled to discounts when making a hotel room reservation via the OrbisOnLine system?
Yes, hotels operating under Mercure, Novotel and Sofitel brands grant discount on rack rates to holders of the Accor Hotels Favourite Guest card upon check-in.
nnn- Is the discount for persons paying by MasterCard BusinessCard granted on all the rate types available in the OrbisOnLine service?
The discount for persons paying by MasterCard BusinessCard is granted only on standard rates (rack rates). Persons who would like to be granted the discount are kindly requested to make a note of it in the field "Remarks" in STEP 2/2 Reservation.
- I have encountered problems in using the OrbisOnLine system. Whom should I contact?
In such cases, please contact the E-Commerce Department (e-mail kontakt-orbisonline@orbis.pl)
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