If you can't find the answer to your question or require further assistance, send us an email using the email form opposite or contact our customer support team on (646) 792-9454 from Monday to Friday, 9.00 until 18.30 GMT +1
Frequently Asked Questions (FAQ)
Programme Oloclub
How does the Oloclub reward programme work?
The Oloclub programme provides you with a 5% discount on each booking made through Olotels.com which takes the form of membership Euros that can be converted in your chosen currency.
How is the 'refer a friend' programme linked?
In order to maximise your Oloclub account, we have associated a referral programme where you can also earn 5% of the amount of the first booking of the person you've referred. This works for every new contact you have referred.
When can I start using this programme and redeem my Oloclub points?
You can start earning points from your first booking with us and can use them from your second booking.
Is there a time limit to use the Oloclub points?
Yes. You have to use your points within 1 year from the date of each of your bookings.
If I have not set up an account with you but already booked a hotel stay with you, will these points be credited?
Yes. An account is automatically created after payment of your first booking in order for you to access your booking details and voucher and also consult the balance of your 'Oloclub' points account.
Do the 'Olotels' points work for all destinations and all hotels?
You can stay in any hotels and destinations you select using your Oloclub Points.
Is it possible to pay the balance of a hotel booking if I haven't earned enough points?
Yes, they can be used to pay for all or part of your hotel bookings, providing all the points you have earned are used at once. They will be debited from your account and you will be able to pay the balance with your credit card on the payment page of our site.
Do I have to pay something extra to the hotel when I use the Oloclub points?
No, the process is exactly the same as for a normal booking procedure. No surprises when you arrive at the hotel !
Can I give my Oloclub points to a family member?
No. The Oloclub Euros account holder must be one of the guest for the hotel stay.
Availability and room prices
Why can some hotels only be booked through the 'ON REQUEST'feature?
An 'on request' confirmation indicates that we do not have any rooms pre-booked in the selected hotel and that we have to check with the hotel for availability in order to meet your request. If you book a room 'on request', we contact the hotel and provide you with an answer within 48 hours.
All the prices provided on our site are calculated on a PER ROOM basis for the total duration of your stay. Prices !!include!! local service charges and taxes.
All the prices provided on our site are calculated on a PER ROOM basis for the total duration of your stay. Prices !!include!! local service charges and taxes.
Why can I see the price displayed for hotels change when I come back later?
Prices are subject to fluctuation according to the market. They can vary slightly because of the currency exchange chosen by the customer and the daily market exchange rate. However, once you have booked a hotel stay with us, the currency exchange rate is fixed during the payment even if at a later stage you add to your current booking. It is important to note that prices !!include!! service, local tax and very often breakfast.
Are children's beds available?
Providing you have specified in the search engine the number and age of children/baby you have, the results will display room information with an option for additional beds and/or cots.
Is breakfast !!include!!d in the price?
Many hotels !!include!! a free breakfast in the price. It consists of a continental breakfast or sometimes coffee and pastries. This information is specified on the hotel page.
BOOKING
How do I know if my booking is confirmed?
If you have chosen a hotel where it displays booking 'available', then upon payment, you will receive an email confirmation within minutes of the booking process completion.If you have selected a hotel where it displays 'on request', then we will contact you within 48 hours. If the hotel has available rooms, you will find all the details of your booking as well as the confirmation of the total amount payable in our email. If there are no rooms available for your selected hotel, we will also inform you via email.
Do I need to confirm my booking directly with the hotel?
No. You do not need to contact any hotels, available or on request directly. Just make sure you have the printed voucher sent to you via email with the Olotels.com booking confirmation when you check-in at the hotel.
What happens to my booking if my plane is late?
All hotel rooms are kept until the following morning 5 am.
Payment
Which cards are accepted?
We accept payment made with Visa card, MasterCard, American Express, Debit Card and british Switch cards.
How do you guarantee secure payment?
For a totally online secure payment, we use the SSL protection protocol which guarantees full security of transmitted information. Your payment details are always encrypted when transmitted over the internet.
Do you use my personal information again?
We take confidentiality and security of information very seriously. All your personal information are kept with Olotels.com and are not provided to any third party other than Olotels.com.
Can I use a credit card with an international invoicing address?
Yes, you can use a credit card with an international invoicing address to book a hotel room. The address you provide during payment needs to be the same as the credit card invoicing address.
Cancellation&modification
What is the cancellation policy?
The cancellation policy applies to all our hotels, regardless of the type of booking you've made.
How do I cancel a booking?
Once you have booked a hotel and received the confirmation email, you can access your booking information and all other personal data in the ' my account' page from which it is possible to cancel a booking.
Are there any additional charges if I modify my booking?
No.
General questions about the site
What is the purpose of having an account on your site?
This part of the site accessible with a password !!include!!s all your customer information and can be used to view, modify or cancel your current and past bookings. This is also the area where you can see the balance of your Oloclub membership reward programme.
Who can I contact if I need help?
If you can't find a suitable answer online on our FAQ page, you can seek assistance by email using the contact box on the left hand side column of most pages. Our support team will come back to you within a 48h timeframe.
The Olotels.com support team is available to help you from 9.00 am until 06.00pm from Monday to Friday, GMT + 1h. The phone number is [PhoneNumber]. Calls are charged at national rates.
