Frequently Asked Questions (FAQs)


1- Top frequently asked questions

1.1- What does the price include?

The “Description” tab of the Hotel page lists all the facilities & services offered by the hotel whereas the "Rooms & Prices" tab shows what is included in that specific room with the corresponding rate. This information also appears in the email confirmation and in “my bookings”.
1.2- Can I make a reservation without a credit card?

No, to guarantee the reservation with the hotel a valid credit card is required. You can book using someone else’s card with their consent. If you book using a credit card other than yours, please indicate the cardholders name and specify you have their consent to use their credit card in the “comments” box during the reservation process.
1.3- How do I know if my booking is confirmed?

When you complete the booking process, you will see the confirmation page. Here you will find all your details, including the booking number and pin code which allows you to access your confirmation online via “my bookings”. We will also send an email with all the information concerning your reservation.
1.4- Can I cancel my booking through Tralopia.com?

Yes, it is very simple. You can cancel your booking through 'my bookings'. Remember to check the hotel's cancellation policy before cancelling your reservation. The rooms which had non-refundable and special deal rates may have different cancellation policies.
1.5- What is the access code or PIN and what is it used for?

The PIN code is a 4-digit number that appears in the booking confirmation and, which along with the reservation number, will let you access “my bookings”. Through “my bookings” you will be able to see, modify or cancel your reservation. The PIN code is confidential.
1.6- Where I can find the hotel's phone number or email address?

All hotel details, including phone and email address, appear on the online confirmation, in the confirmation email and in the "my bookings" section.
1.7- How I can see the price of a room?

Once you have selected the dates of your stay, within the “rooms & prices” tab of the hotel page, the price is displayed next to the available rooms.
1.8- When do I confirm payment?

Tralopia.com does not carry out charges using your credit card. The hotel will manage payment during or after your stay, unless stated otherwise in the "special conditions" section, under the conditions for that specific type of room or in your confirmation email.
1.9- Can the hotel require a deposit or advance payment?

Most hotels do not require advance payment or a deposit. However, if they do, you will find this information under the "special conditions" section of the hotel description on Tralopia.com and in the confirmation email.
1.10- Can we get extra beds or cots for young children?

Information about accompanying children and extra beds/cots is located in the section "special conditions" but bear in mind the following:

  • * Children supplements are not included in the price of the reservation.
  • * Remember to request extra beds/cots during the booking process, using the "Comments" box.
  • * If you have already booked, you can request extra beds by clicking on the link that appears in the confirmation email or via "my bookings".
  • * We recommend that you call the hotel before you arrive to ensure your request has been confirmed. You will find the hotel contact details in the confirmation email.
  • * If you want to confirm availability before making a reservation, you can get in contact with us .
2- Searching for information

2.1- Where I can find the hotel's phone number or email address?

All hotel details, including phone number and email address, appear on the online confirmation, in the email confirmation and in "my bookings".
2.2- How I can see the price of a room?

Once you have selected the dates of your stay, within the “rooms & prices” tab of the hotel page, the price is displayed next to the available rooms.
2.3- Can I search for hotels according to price?

Yes, but you first need to select a destination and dates for your trip. Next you will see a list of the available hotels. At the top of the page you will find the option "sort by". If you click on "price", you will be able to sort the hotels by rates depending on the type of room available.
2.4- How can I find hotels available for the dates I want?

Tralopia.com automatically displays available hotels for the selected dates.
2.5- Where is the hotel?

In the left side of the page of the hotel you will find a map. If you click on the "view map" you will see the hotel location. In the confirmation email you will find a link that will allow you to plan your route to the hotel.
2.6- How I can find hotels that have large family rooms?

After you select the destination and start the search, you will end up with a list of hotels. To the left of the page you will see all options available to filter for different types of services and facilities, click on "family" and select the options for the type of facilities you require.
2.7- How I can find hotels with specific facilities such as a pool?

Once you select your destination and dates of your stay, you will end up with a list of available hotels. To the left of the page you will see all options to filter for different types of services and facilities, click on the desired category to filter the hotels according to your preferences.
3- Hotel services and conditions

3.1- What are the "check in" and "check out" times?

The "check-in" and "check-out" time may vary according to hotel. You will find them under the section "special conditions" of the hotel as well as in the confirmation email.
3.2- How can I get more information about hotel facilities or the room?

The room facilities are listed in the "rooms & prices" tab. To view photos and a complete listing, click on the type of room you wish to book. The hotel facilities appear in the "description" tab.
3.3- I want a smoking room but I only see the option of non-smoking. How can I request a non-smoking room?

If a room for smokers is not listed, it means that the hotel does not allow smoking in their rooms.
3.4- How do I know if a hotel allows pets?

Regulations related to pets can be found under "general policies" in the hotel description.
3.5- How do I know if the hotel has parking facilities? How I can book a parking space?

The availability of hotel parking appears under the "general policies” in the hotel description. If there is an amount to be paid for parking in advance, we recommend you get in touch with the hotel directly. Hotel details can be found in the confirmation email.
3.6- Can I leave my luggage at the hotel before checking-in or after having checked-out?

If the hotel has a luggage storage room this will be specified under "general policies" in the hotel description. For more information, please contact the hotel directly. Details on the hotel are provided in the confirmation email received after making your reservation.
3.7- How do I know if the hotel has a particular installation, e.g. a lift?

In the hotel description under “general policies” you will find a list of hotel amenities, activities and services it offers.
4- Rates

4.1- What does the rate include?

The description of the hotel lists all the facilities offered by the hotel and the "rooms & rates" tab shows what is included in each specific room with the corresponding price. This information also appears in the email confirmation and in “my bookings”.
4.2- The prices shown on Tralopia.com are per person or per room?

Prices are per room complete stay, unless otherwise stated in the description of the room.
4.3- Does the rate include taxes?

It depends on the hotel and type of room. To ensure whether it is included or not, read the text below the room type. Tax legislation varies by country, so it is recommended that you consult this beforehand. To know what is included and what is not, check the information in the hotel description under “general policies”. This information also appears in your confirmation email and under "my bookings".
4.4- Does the price include breakfast?

Depends on the hotel and type of room. To ensure whether it is included or not, read the text below the room type. If breakfast is not included, check the information under “general policies” of the hotel description to see if the hotel offers this service and at what price. You can also find this information in your confirmation email and under the "my bookings" section.
4.5- Does Tralopia.com charge a fee for booking?

No, Tralopia.com does not charge commissions of any kind.
4.6- Does Tralopia.com offer special discounts or deals for loyalty card holders of any hotel brand or airline staff?

Tralopia.com offers the best rates for the chosen dates. No other discounts can be applied.
4.7- Can I use discount vouchers? (From magazines, stores, etc.).

Not on our website. You must follow the procedures outlined by the company issuing the voucher.
5- Credit Cards

5.1- Can I make a reservation without a credit card?

No, to guarantee the reservation with the hotel a valid credit card is required. You can book using someone else’s card with their consent. If you book using a credit card other than yours, please indicate the cardholders name and specify you have their consent to use their credit card in the “comments” box during the reservation.
5.2- The hotel has made a charge to my credit card, what should I do?

Tralopia.com never charges your credit card. Verify the payment conditions in you confirmation email to ensure that making the payment beforehand is not part of the booking conditions of hotel. If you think you have been charged by mistake, please contact the hotel.
5.3- Can I use a debit card to complete my reservation?

Generally, hotels do not accept debit cards as a form of guaranteed payment. However, there are some exceptions. During the booking process you will be able to see whether the hotel accepts debit cards.
5.4- What is Pre-authorization?

Pre-authorization (credit card check) is a way to verify that the card has sufficient funds to cover part or all of the booking costs.
5.5- Can I make a reservation with someone else’s credit card?

Yes you can, provided you have permission from the cardholder. Please state this in the "comments" box when making the booking as the hotel may require authorization from the cardholder. Please note that charges for last minute cancellations or no shows will be charged to that card if used during the reservation.
5.6- Why do I have to provide credit card details?

Tralopia.com only requests data of the credit card to confirm your reservation with the hotel. We will never make any charges to your card. It is possible that a credit card check (preauthorization) may be done to confirm that there are sufficient funds. After running the credit card check, the amount charged will be refunded. The hotel will only charge your card if you have booked a room with an advance payment rate or if you do not meet the hotels cancellation policy requirement which you will find in the "general policies" section for the hotel and room type.
5.7- Which credit cards can I use to complete payment?

To make a reservation through Tralopia.com the hotels accept:

  • * MasterCard
  • * Visa
  • * American Express (not all)
Some hotels accept other types of credit cards to make the reservation. During the booking process you will be able to see which ones.
5.8- Is it safe to fill in my credit card details?

Yes, completely because your booking is made through a secure connection:

  • * Your personal information and your credit card data are encrypted.
  • * The secure server technology uses "Secure Socket Layer '(SSL), an online industry standard protocol.
  • * The SSL certificate has been issued by Thawte.
5.9- The credit card I used to make the reservation is no longer valid, what do I do?

You will need to contact the hotel. Hotel details are provided in your booking confirmation email and in "my bookings" inside your account. For safety purposes, never send your credit card details by email.
6- Reservation Process

6.1- Can I make special requests? (For example: sea view room, twin beds, special diets …)

During the booking process you can specify special requests in the "comments" box. Once you have received your booking confirmation, you can get in contact with the hotel to confirm your request.
6.2- Can I book a hotel just to use during the day?

No, reservations require a minimum stay of one night. In Tralopia.com you can only book hotel rooms, not meeting rooms or conference halls.
6.3- How do I know how many bedrooms there are in an apartment or a suite?

The number of rooms should appear clearly stated in the room description. If the information is confusing please contact with us If you've already made a reservation, please contact the hotel directly using the details shown on the confirmation and the "my bookings".
7- Booking cancellations

7.1- Can I cancel my booking through Tralopia.com?

Yes, it is very simple. You can cancel your booking through “my bookings”. Remember to check the hotel's cancellation policy before making any changes. The rooms which are non-refundable and special offer rates may have different cancellation policies.
7.2- If I need to cancel my reservation, will I have to pay a cancellation fee?

The cancellation conditions may vary depending on the type of room booked. As a general rule, you are allowed to cancel the booking up until 24 hours before arrival. Check the conditions and possible cancellation charges in the "general policies" in the hotel description. This information can also be found in the booking confirmation email. Non-refundable rates and special offers may have different cancellation conditions. Check the specific conditions for each type of room in the “general policies”.
7.3- Where can I find the hotel's cancellation policy?

The specific conditions for cancellation are adjacent to each different type of room in the "general policies”. Special offers have different cancellation and deposit conditions in comparison to the normal cancellation policy, so it is advisable to consult both. Any important information will also appear in the booking confirmation and in "my bookings".
7.4- Can I cancel a special offer or non-refundable booking?

Special offers and non-refundable reservations do not permit any changes to the date because they are special rates for the chosen dates. If the booking is cancelled, the hotel will charge an amount according to their cancellation policy.
7.5- How do I know if my booking has been cancelled?

Once cancelled, you will receive an email confirming the cancellation. Check your inbox and spam folder. If you do not receive the cancellation email please contact with us
8- Payments

8.1- When do I confirm payment?

Tralopia.com does not carry out charges using your credit card. The hotel will manage payment during or after your stay, unless otherwise stated in the "general policies" section, under the conditions for that specific type of room or in your confirmation email.
8.2- Can the hotel require a deposit or advance payment?

Most hotels do not require advance payment or a deposit. However, if they do, you will find this information in the "general policies" section of the hotel description on Tralopia.com and in the confirmation email.
8.3- Can I pay for my stay in advance if I wish to?

It depends on the hotel. Once you are all booked, you can contact the hotel for information about this. You will find the hotel contact details in the booking confirmation or "my bookings".
8.4- Can I pay for my stay at the hotel with different credit card than the one I used to make the booking?

Normally the hotels accept the use of a different card or cash. However, we recommend you to confirm this with the hotel.