FAQ - PTQV

How to make a reservation?
To make a reservation:
- fill in the time of your stay, city, number of rooms in the search panel called "HOTEL RESERVATION" and press "Hotel search";
- choose the right hotel from the list of search results by clicking "make a reservation",
- fill in your personal data and choose the payment type,
- after the payment type has been chosen the secure credit card transaction panel appears where you can finalize the transaction.
- if you don't have a credit card or on-line bank account in banks: mBank, Inteligo, Nordea, MultiBank, BPH, BZWBK24, but there are at least 4 working days before the arrival date - you can make a standard bank transfer or postal transfer (just click "bank transfer or postal transfer").
How to make a reservation by e-mail ?
You can make one if there are at least 4 working days before the arrival date. From the menu in the left choose the "E-mail reservation" window and fill the fields.
How to make a payment ?
The easiest way is making a payment on a secure transactions pages of e-card, by credit card, online payment card, electronic bak transfer from banks: mBank, Inteligo, BPH, BZWBK24, Nordea, MultiBank.
Can I pay for the reservation by postal order or standard bank transfer?
Yes you can. To pay for the reservation by postal money transfer or standard bank transfer choose as your payment method "bank transfer or postal transfer" with the reservations confirmed at once or "money transfer" when a reservation needs to be confirmed by an operator. After receiving the confirmation you need to make a payment and send the payment confirmation by fax on no.: +48 22 322 85 44.
Can I send the confirmation of payment by e-mail ?
If you don't have access to fax you can send the payment confirmation by e-mail on our address: biuro@rezerwuje.pl.
Can I pay for the reservation in the hotel ?
There is no such possibility. Many offers in our service have special, lower prices, inavailable directly in a hotel.
What kind of credit cards can I use to make a payment ?
You can pay by: VISA, MasterCard and American Express.
Can I pay for the reservation by Diners Club card ?
Yes, it's possible. In that case you have to contact the Clients Department to make a payment by phone.
Can I pay for the reservation by someone's else credit card?
Of course, but only if the owner accepts that transaction.
Do I have to take the credit card with me when arriving at the hotel ?
You don't have to take it with you.
Are the prices in your service the same as in a hotel ?
Our prices can't be higher then hotel prices. In fact, most of our offerts have much lower prices that the hotel ones.
Why are the prices in your service much lower than in a hotel ?
While making the great number of reservations we have the possibility to negotiate the prices for our customers. What's more - you can easily compare the hotel prices in our service, so the hotels must provide the most interesting offers.
How are the reservations confirmed?
The confirmation of a reservation is send to the address specified earlier in the reservation form. There is also a voucher being send, which you have to got with you when arriving at the hotel.
What to do if I don't have a voucher when arriving at the hotel?
Most of the hotels do not demand the voucher - reservations are available in a hotel on the guest's surname (second name), which is specified on the voucher and on the confirmation. But if the hotel need a voucher - please contact the Clients Department of our operator: +48 22 322 85 00.
What does it mean "reservation is offline" ?
An offline reservation means the hotel hasn't declared free room in the system. After an offline reservation has been placed - the operator checks for the rooms. That kind of reservation can be confirmed or cancelled (then we usually offer you another hotel in a given city).
What happens with my credit card if the reservation is offline?
When making an offline reservation your money are just blocked on your credit card. If the reservation is confirmed - the money are transferred. If it's not - the blocade is cancelled.
What does it mean "reservation is online" ?
An online reservation means the rooms in a hotel are available. You get the confirmation right after the payment has been finalized.
Why there is no offer in the chosen hotel?
It means that on the specified date the hotel doesn't have available rooms.
Where can I find the contact data of a hotel?
You can find the hotel's address on the hotel's webpage. More details are send by e-mail with the reservation confirmation.
Is it possible to order an additional set for children ?
Most of the hotels have such option - in some of them it is paid addidtionaly. For more details please call the Clients Dempartment of our operator: +48 22 322 85 00.
Is it possible to make a room for handicaped person reservation ?
Is is possible in the hotels which have such rooms. An information about such necessity should be filled in the form while making a reservation.
Are the prices on your webpage listed for person or for room?
All the prices listed in our service are the room prices.
Do the prices include breakfast?
Yes, most of the offers include breakfast in the price. If it isn't - it would be listed while making a reservation.
Do the prices include taxes?
Yes, all of the prices include taxes (without local taxes, such as climate taxes).
How can I cancel a reservation?
You can cancel a reservation earlier than 3 days before arrival - you will be billed only for operational cost. If a reservation is cancelled during the last 3 days before arrival - you will be billed for the first day of your stay.
How can get back my money from a cancelled reservation if I paid by credit card ?
Right after sending to you the confirmation of a cancelled reservation - the system automatically sends you back the money it took from you credit card (including eventuall operational cost).
I want to make a reservation for two rooms in a hotel, but why is the secong room not showing while the first one has been reserved?
It depends on the hotel. In some of them there's only 1 room available online, most of them have more. In this case it's better to make an e-mail reservation. When the operator gets your request - he will contact the hotel. Then your reservation will be confirmed.
Can I have additional discounts (when I'm a member of a hotel's partnership programme)?
We've got the lowest possible prices. Additional discounts are not possible.
How to speed up the reservation process?
To speed up the reservation process you can register in our system (in that case please follow the "register" link in the main panel on the right). After registration you should log in nad your data will be automatically filled in (saving up to 2-3 minutes).

FAQ - Booking

Searching
How do I search for hotels by price?
In the selection box at the top left of the search page you can list the hotels by price (when searching for available hotels on a specific date), popularity, class or name.
How do I search for hotels with specific facilities such as, for example, a pool?
On the search results page on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as a "pool."
How do I search for hotels that offer family rooms?
On the search results page on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "Family rooms" (note though that these rooms will not necessarily be available for the requested dates).
Where can I find the contact details of the hotel?
You can find the address on the hotel page. The contact details will be given, after you have made the reservation, in the confirmation email.
Where can I find the directions to the hotel?
At the bottom of the overview page of the hotel you can find travel information with details on location and directions. On the top left there is an extensive map of the area around the hotel.
Room Types
What's the difference between a Double room and a Twin room?
A double room has one double bed. A twin room has two single beds.
We have two small children; can we get extra beds in the room?
In general one extra bed for one child is available at a minor additional charge. However, please note that this possibility depends on each hotel's policy and availability. We advise you to check the overview page of the hotel, or to send an email to customer.service@booking.com.
Can I generally request an extra bed for a third person in a double room and at what costs?
It will depend on each hotel's policy and availability. Once you have retrieved the availability for a specific hotel for the requested dates, you can access the room description by clicking on the room name. If the possibility and the costs of an extra bed in the room are not specified in the room description, please send an e-mail to customer.service@booking.com.
Pricing
Are the rates on your website per person or per room?
All the prices from rezerwuje.com website are per room per stay, unless stated differently.
Do I pay a reservation fee?
No, we will not charge you a reservation fee.
Is breakfast included in the price?
Once you have retrieved the availability for a specific hotel for the requested dates, you can click on the room name to find information about breakfast, taxes and room facilities.
Are taxes included in the room rates?
Once you have retrieved the availability for a specific hotel for the requested dates, you can click on the room name to find information about breakfast, taxes and room facilities.
Do you offer special discounts (for seniors, airlines employees, etc)?
You can find the best available rates for the dates of your stay on rezerwuje.com webpage. The discounts are already included and therefore it is not possible to have any other discount on the confirmed price.
Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?
No, via our website it is not possible. You will have to book through the organisation issuing the voucher.
Credit Cards and Payments
Why does the Booking.com operator demand my credit card details?
In general your credit card details are only required as a guarantee for the hotel in case you do not arrive or cancel too late. This might result in a no-show charge (generally the equivalent to one night's stay) by the hotel. Booking.com will never charge your credit card. You will pay for your stay at the hotel.
Does the hotel need a deposit or a payment in advance?
You will pay for your stay at the hotel. If the hotel requires a deposit, it will be clearly mentioned on the overview page of the hotel. However, note that some hotels perform a pre-authorisation check on your credit card as an extra guarantee. A pre-authorisation is a validity check to reserve a certain amount that would guarantee the room. This amount may correspond to the price of one night or to the total cost of your reservation. Once the credit card has been validated, the reserved amount will be released.
What types of credit card can I use to guarantee the reservation?
MasterCard, Visa and American Express are accepted as a guarantee. However, it is possible that the hotel does not accept all of these for payment. Please check at the bottom of the overview page of the hotel in the "Hotel Policies" section for 'Accepted credit cards'.
Can I pay for my stay in advance?
Please note that such arrangements depend on each hotel's policy. Therefore, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.
Can I pay for my stay at the hotel with a different credit card than the one used to guarantee the reservation?
As the credit card details are only needed for guarantee purposes, you can pay at the hotel using the payment method of your choice.
My credit card has been charged. How can I get a refund?
Booking.com never charges our guests' credit cards. The charge has been performed by the hotel. Therefore, you will need to contact the hotel directly. The hotel's contact details can be found in your reservation confirmation e-mail.
I do not have a credit card. Can I still book a room?
Unfortunately all hotels require a credit card to guarantee a reservation. We are not able to process any reservation without a credit card.
Is it safe to fill in my credit card number? How secure is the Booking.com website?
Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by Thawte. We also use a firewall which protects our servers and network against unauthorised access. In the unlikely event that your credit card were to be misused, we promise to reimburse you the first 50 euros of the cost. The credit card is obliged to pay the remainder.
Reservation Process
How do I know that my reservation is confirmed?
When you have completed the four steps of the reservation process, an instant on-screen confirmation will appear. It will show your reservation details as well as your booking number. We advise you to print it out. Within a couple of minutes, you will receive a confirmation email containing more information such as the hotel's contact details.
Can I book a hotel room by telephone or email?
Unfortunately, we do not take bookings by telephone or email. But if you need assistance of any sort you can always call us during office hours or send an email to customer.service@booking.com.
I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address before finalising your reservation. Also we have noticed that in some cases our confirmation email may end up in your spam folder. If you do not receive an email after you have made a booking, please send an email with your booking number and details to customer.service@booking.com.
How many rooms can I book in one reservation?
A maximum of 10 rooms (if available) can be booked in any one reservation. If you want to make a reservation for more than 10 rooms, please send an email to group.reservations@booking.com. It is not possible to book a meeting room.
Can I book a hotel for day use?
Unfortunately it is not possible to book a hotel for day use. The minimum that can be booked through our website is one night.
Hotel Policies and Facilities
What are the check-in and check-out times of a hotel?
The check-in and check-out times differ. You will find them on the "Hotel Policies" section at the bottom of the overview page of the hotel. If you are going to arrive late or very early, we advise you to let the hotel know in advance using the Remarks field in the reservation form (in English or the language of the hotel if possible), or inform the hotel directly using the contact details you will find in your confirmation email.
How can I request an early check-in or late check-out time?
We advise you to contact the hotel. You will find the contact details of the hotel in your confirmation email.
I will be arriving late in the evening at the hotel. Can I still check-in?
You will find the check-in times on the "Hotel Policies" section at the bottom of the overview page of the hotel. We advise you to contact the hotel to make sure you can check-in late. You will find the contact details of the hotel in your confirmation email.
How do I know if the hotel has parking facilities?
On the overview page of the hotel, in the section 'Travel information', you will find more details about parking facilities at or nearby the hotel. If this information is not specified, please send an e-mail to customer.service@booking.com.
How can I know that the hotel offers a shuttle service and how can I book it?
Please check in the section "Hotel Facilities - Services" whether the hotel offers shuttle service. If so, please contact the hotel directly in order to arrange it, once your reservation has been confirmed. You will find the hotel's contact details in the confirmation email.
How do I find out if a hotel allows pets?
In the search menu on the left simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "Pets allowed" or "Family rooms."
How do I find out if a hotel has a certain facility, e.g. a lift?
You can check the "Hotel Facilities" on the overview page of the hotel.
What do I do when I have a question about the room or hotel?
We advise you to contact the hotel via the Remarks field on the reservation form (in English or the language of the hotel if possible) or send a message to: customer.service@booking.com.
Cancellation
How can I cancel or change my booking?
You can cancel your reservation or send us a request for a modification by clicking on the link at the bottom of your confirmation email.
Do I pay a cancellation fee?
Booking.com will never charge you a cancellation fee. However, in order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of the hotel. You will find the cancellation policy on the "Hotel Policies" section at the bottom of overview page of the hotel.
How do I know that my booking has been cancelled?
After you have cancelled your reservation you will receive an email to confirm your cancellation. If you do not receive the cancellation email, please send an email with the details of your reservation to customer.service@booking.com.

FAQ - ORBIS

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.
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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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FAQ - PTQV

FAQ - Booking

FAQ - Orbis

FAQ - PTQV

FAQ - Booking

Searching

Room Types

Pricing

Credit Cards and Payments

Reservation Process

Hotel Policies and Facilities

Cancellation

FAQ - ORBIS