Searching


– Can I make a booking for tonight on your website?

Yes, same day bookings are possible on our website.

– Can I search for hotels by price?

Once you have entered in your search criteria and have been provided a list of available properties, you can sort the list by ‘lowest to highest’ or ‘highest to lowest price’ by clicking on ‘sort by price’ at the top of the list.

– How can I search for hotels that have rooms large enough for families?

When entering your search criteria you will be requested to advise us how many rooms you require and how many people are to be accommodated in each room.

By entering this information, the website will provide you a list of available properties which would accommodate the number of people you have requested.

– Can I refine the search to show hotels in a specific neighbourhood?

Once you have entered in your search criteria and have been provided a list of available properties, you can refine your results by neighbourhood from the left hand side of the search results page.

– How do you apply the star ratings on your website?

Star ratings are provided by the hotel. Star ratings provide a guide to hotel quality, facilities, level of service, food standard and range.

The criteria applied within each country will vary depending on the specific requirements established by the relevant issuing body.


Room Types


– Which type of room should I book?

Once you choose the number of rooms and the number of guests, you will see a selection of available rooms that suit your needs and also comply with local health and safety requirements. For example, if you request a room for 2 adults, it will not be possible to accommodate 3 people (adults or children).

Please be aware that some countries are subject to local laws, customs and sensitivities. Please refer to the Foreign Office website in order to seek guidance.


– We have children; can we get extra beds/cots in the room?

It is possible to request a cot/cradle/crib online for guests under the age of 2 years by selecting the appropriate age (0-1) during the booking process. These are subject to availability and may also be subject to an additional charge payable directly to the hotel.

– What’s the difference between a Double room and a Twin room?

In the majority of cases a double room has one double bed and a twin room has 2 single beds. However, in several countries (especially in Northern Europe / Scandinavia / Mediterranean) a double room will often comprise of two single beds which can be pushed together.

– I have booked a double room will a double bed be guaranteed?

Octopus Travel will send through the room request to the supplier / hotel as per your reservation, however we cannot guarantee the configuration of the beds. For example, if you have booked a double room for 2 people, the room could be configured as a double bed, two single beds or a single bed with a sofa.

– What are “no facilities” or “shared facilities”?

Many budget hotels offer rooms with no facilities. This means that your bedroom will not have a private, en-suite bathroom and you will share these facilities with other guests.

– Will the photograph of the room be just like the one I stay in?

Room photos shown are for reference only. Your room size, design, fixtures, furnishings and facilities may vary from those shown on the photographs.

Children and Infants


– Do I pay the full price for my child(ren)?

The Child policy varies from hotel to hotel and is based upon the age of the child(ren) on arrival. Where a discount for children does apply, Octopus Travel will pass the savings onto you.

– We have children; can we get extra beds/cots in the room?

It is possible to request a cot/cradle/crib online for guests under the age of 2 years by selecting the appropriate age (0-1) during the booking process. These are subject to availability and may also be subject to an additional charge payable directly to the hotel.


Reservation Process


– How do I make a reservation?

A reservation can be made in 4 easy steps.

  1) Enter your destination, dates, how many rooms you require and how many people for each room.
  2) Select a hotel which suits your needs and budget
  3) Enter in your details including your email address and contact details
  4) Enter in your payment details using a valid credit / debit card

Once this has been completed, payment will be taken and you will receive a confirmation number followed by a confirmation email and voucher as proof of purchase.

– Can I make a booking over the telephone?

Yes. Simply contact our Customer Care Team on who will be happy to place a booking for you. The price quoted and charged will be the same as the price displayed on the website. Octopus Travel will not charge you a booking or credit card fee for using our telephone booking service.

– Can I book on behalf of somebody else?

Yes. To book on behalf of somebody else, you can place the reservation online or via our call centre. Please make sure that the billing address you enter is that of the person paying for the booking..

– I do not have an email address. Can I still book on your website?

If you do not have an email address, we can still place a booking for you. Please contact our Customer Care Team on and they will be happy to make the reservation and organise the sending of confirmation and check-in documents.

– Can I make a group reservation?

Unfortunately reservations for 10 people or more are not permitted on our website. Octopus Travel specialises in contracting discount hotel rates for independent travellers (1-9 people) and are unable to provide these rates to group travellers.

– Is there a limit to the number of rooms I can book in one reservation?

Octopus Travel has the ability to book for a maximum of 9 people in a maximum of 5 rooms. If your request is for more than 5 rooms but less than 9 people in total please contact our Customer Care team who will be happy to help you make a reservation.

Unfortunately reservations for 10 people or more are not permitted on our website. Octopus Travel specialises in contracting discount hotel rates for independent travellers (1-9 people) and doesn’t have the ability to provide these rates to group travellers.

– Do I need to provide all the guest names at the time of booking?

Octopus Travel require the lead name for each room that you book. You must provide a different lead name for each room.

On rare occasions the hotel may request all the names of the guests. If the hotel do request this our Customer Care team will be in contact with you directly to obtain this information.

– How can I make a special request? For example: a sea view, twin beds, room on a certain floor?

If you need to make a special request we recommend that you contact our Customer Care team who will forward your request on to the hotel Special requests are subject to availability and cannot be guaranteed.

Pricing


– What does the price include?

Prices displayed on the search results page are the total per night cost of all rooms requested including taxes and service fees. If any meals are included, these are also reflected in the price.

Octopus Travel do not charge any additional booking, service or credit/debit card fees

In certain destinations, local city taxes, resort fees and/or environmental taxes may not be included in the total cost and these are to be paid directly to the property upon arrival.

– Are the rates shown per person or per room?

The rate we show on the search results page is the total per night for all rooms requested. The total cost for the booking is displayed on the hotel details page which can be reached upon clicking the ‘select’ button against a hotel on the search results page.

– Are taxes included in the room rates?

The room rates displayed all include taxes and service charges.

In certain destinations, local city taxes, resort fees and/or environmental taxes may not be included in the total cost and these are to be paid directly to the property on arrival.

– Is breakfast included in the price?

Many of the rates we offer include breakfast.. You can see the meal basis offered on both the search results page and on the hotel details page which can be reached by clicking ‘select’ against a hotel.

Please note that if the meal basis states ‘room only’ no meals are included in the price displayed.

– Do I pay a reservation fee?

No, Octopus Travel do not charge any reservation or credit/debit card fee. The price that you see before you click book will be the total price that you pay.

– Do I pay the full price for my child(ren)?

The policy regarding such discounts varies from hotel to hotel and upon the age of the children on arrival. Where a discount for children does apply, Octopus Travel will pass the savings onto you.

– Why is the price different from when I last checked?

Octopus Travel uses various hotel suppliers in order to give you the best choice and value for money. Prices can change based hotel availability, time of year and currency fluctuations.

In order to guarantee the price you see, we advise you to place your reservation immediately. Once a booking has been made and payment received, the price paid will not change.

– Do I need to pay for anything else at the hotel?

When booking through Octopus Travel, your payment is for the room and any meals shown as included (e.g. breakfast). Use of all other facilities at the hotel such as mini bar, pay-per-view TV, internet access, leisure facilities and car parking may be subject to a fee from the hotel.

You are responsible for any of these “extras”, so you may want to enquire about any additional charges when you check in at the hotel. Please note that hotels will often ask for your credit/debit card details on arrival and will charge you for such incidentals when you check out.


Credit Cards & Payment


– Do you charge a credit/debit card fee?

No, Octopus Travel do not charge any reservation or credit/debit card fee. The price that you see when clicking ‘select’ against a hotel will be the total price that you pay.

– Can I make a reservation without a credit / debit card?

Currently, we can only accept valid credit/debit cards as a method of payment on all our hotels. We accept most major credit/debit cards including Visa, MasterCard and American Express.

When you reach the payment page during the booking process, you’ll see the full list of accepted cards for you to select from.

Octopus Travel are unable to accept cash, personal cheques, bank cheques or bank drafts.

– Can I make a reservation for myself using someone else’s credit card?

Yes, you can but only if you have permission from the card holder. Please make sure that the billing address you enter is that of the card holder..

– Why do I need to give my credit card details?

Octopus Travel work with numerous suppliers in order to offer you very competitive rates. In order to guarantee and secure the prices displayed we do request immediate payment via a valid credit /debit card.

– Can I use more than one credit/debit card to pay for the reservation?

It is not possible to pay for a reservation using more than one credit/debit card.

– Which credit cards can I use to complete my booking?

We accept all major credit/debit cards including Visa, MasterCard and American Express

When you reach the payment page during the booking process, you’ll see the full list of accepted cards that can be used to complete the booking.

– Are my credit card details safe?

Octopus Travel takes data security very seriously. Our payment page and all your personal data is secure and your credit card details will be encrypted once entered. Our secure server uses ‘Secure Socket Layers’ (SSL) technology, the online industry’s standard. All your personal data is also encrypted.

– My credit card has been declined. What should I do?

There are several reasons why your credit card may have been declined. These include:

  • Your card type is not accepted.
  • You have reached your credit limit.
  • The amount is above the daily limit you have set on the card.
  • The address you entered is not the correct billing address of the card.
  • You entered an incorrect digit, expiry date and/or security number.
  • Your card has not been set up to allow internet purchases.
  • You card is not permitted to accept the currency of the reservation.
  • There is a computer-generated error.

Our website allows up to 3 attempts to enter your payment details before asking you to contact us. Our Customer Care Team will then try to place the reservation for you. Our Customer Care Team cannot provide detailed information as to why your credit/debit card has been declined. Nor do they have access to the credit card details you have entered on the website.

– I am entering my credit card details, when will I pay?

Your credit/debit card will be charged the full amount upon completing the reservation.


Hotel Policies


– What is the minimum age requirement to be able to book a room?

In order to make a reservation with Octopus Travel you must be at least 18 years of age (21 years in the USA). The hotel has the right to refuse admission to travellers if there is no one in the party who is at least 18 years of age (21 years in the USA).

– I will be arriving earlier/later than the stated check-in time. Can I still check-in?

Most hotels allow check-in from 15:00, though the specific time varies from hotel to hotel.

If this information has been provided to us by the hotel it will be displayed on your hotel confirmation email and voucher. If you expect to arrive early in the morning or late in the evening, please contact our Customer Care Team so that we can inform the hotel.

We cannot guarantee that you will be allowed to check in to your room earlier than the hotel’s standard check-in time. Some hotels may charge you directly for an early check-in.


– How do I get more information about the room or hotel facilities?

Under ‘Hotel Facilities’ you can see a list of all the hotel’s facilities and services offered. If you require further information do not hesitate to contact our Customer Care team who will aim to answer any questions you may have.

– I want to check out after the stated check out time. What should I do?

Most hotels have a check-out time of 11am to midday though the specific time varies from hotel to hotel.

If this information has been provided to us by the hotel it will be displayed on your hotel confirmation email and voucher. If you require a late check-out please contact our Customer Care Team so that we can inform the hotel.

We cannot guarantee that the later check-out time will be possible. Most hotels will charge you directly for a late check-out.

Confirmation


– How do I know my reservation is confirmed?

Once you complete your booking, you will be given a booking reference number. A confirmation email and hotel voucher will then be sent to your email address as proof of hotel reservation and payment.

– What is my reservation number and what do I need it for?

Your reservation number is your confirmation of a confirmed and paid booking. You should use this reservation number in all correspondence with us.

– I have booked a hotel but I did not receive a confirmation by email. What do I have to do?

If you do not receive an email we first advise that you check your junk mail box. If no email has been received please contact our Customer Care team who will re-send the confirmation.

– What is ‘My Account’ and how do I use it?

My Account allows you to manage your own hotel reservations online. You have the option to create an account during or after the booking process. Once this has been created, click on the ‘My Account’ link from the homepage and enter in the email address and password used to create the account.

From your account you have the facility to review all current and past bookings, view the hotel details, print out a business receipt and change your personal account details.

– Can you provide me with a VAT invoice?

Octopus Travel is VAT registered in the United Kingdom under number 756400145. VAT for travel agents is accounted for under the Tour Operators Margin Scheme (TOMS).

Octopus Travel uses numerous third party suppliers to provide it’s accommodation. Under the TOMS, we cannot reclaim any VAT charged on the travel services and goods we buy in and then re-supply to our customers – the tax on such goods or services is accounted for by the providers of these services (e.g. the hotel). We are therefore unable to provide VAT receipts / invoices for accommodation booked on our website.

Where Octopus Travel makes a supply of accommodation to another business , and where the accommodation is to be used by the business and not then resold, it is required to issue a TOMS Invoice. You can print out your TOMS invoice from the ‘My Account’ section of our website or request one via our Customer Care team. Please note that TOMS invoices will not show VAT and your business will not be able to recover any VAT on your purchase.

Do I need to re-confirm my reservation?

No. You do not need to re-confirm your booking either with us or with the hotel. If you have any questions about your booking before you depart, please contact our Customer Care Team, who will be happy to help you.

– What if I call the hotel and they don’t have my reservation?

Generally, we don’t send your name to the hotel until 72 hours before your arrival date. However, you can rest assured that your room is booked, and we will be sending the guest names to the hotel at this time.

If you wish to place any special requests directly with the hotel (e.g. book car parking, request flowers, etc.) we can arrange the release of your name(s) to the hotel immediately. Please contact our Customer Care Team, who will be happy to arrange this for you.

– What do I have to take with me?

Once you receive your confirmation email and the attached hotel voucher, you’ll need to print out the voucher before departure and hand it to the reception when you arrive at the hotel. This voucher is your proof of pre-payment; without it you may be asked to pay again.

Most hotels will ask for ID such as a passport when you check in, as well as a valid credit/debit card for any extras and incidentals. So don’t forget to bring those along.


Cancellation/Change of a reservation


– Can I cancel my reservation?

Yes, reservations can be cancelled. You can cancel a reservation either via the ‘My Account’ section of the website (if you have registered an account with us) or you can telephone our Customer Care Team.

All reservations have terms and conditions attached which covers any applicable fees that may be charged if cancelling your reservation. Cancellation fees can be found during the booking process, attached to your confirmation email and within the booking on ‘My Account’

– Can I change my reservation?

Octopus Travel do not permit amendments to confirmed reservations. If you need to change your booking we advise that you either cancel your reservation via the ‘My Ac

–>

– If I need to cancel my booking will I pay a cancellation fee?

Cancellation policy varies from room to room. You can check what any hotel’s cancellation policy is, and whether they will charge a fee by clicking on the ‘cancellation policy’ link on the hotel details page. This information is also included in your confirmation email and within the ‘my booking’ section of the website.

– Can I change the name on my booking?

If you wish to change a name or if you’ve made a mistake in the spelling of a name, please contact our Customer Care Team, who will request the hotel to change the name(s) for you.

We cannot guarantee that name changes will be permitted by the hotel once a booking has been confirmed and charges may also apply.

– How do I know that my booking has been cancelled?

If your booking has been successfully cancelled online via the ‘my booking’ section of the website you will receive a message on screen to advise you. You will also receive an automated email as further confirmation of the cancellation


Hotel facilities


– How do I know if the hotel has parking facilities and how can I reserve it?

Where indicated on the list of hotel facilities, car parking may be offered. Most hotels will apply a car parking charge and in certain instances may require you to pre-book a parking space. The prices displayed on our site do not include car parking fees and any costs associated with car parking should be paid directly to the hotel.

We advise that you contact the hotel directly in order to confirm your car parking arrangements

Octopus Travel takes no responsibility for car parking rates charged by the hotel or for the pre-booking of car parking spaces.

– How can I find out that the hotel offers a shuttle service and how can I book it?

Many large hotels offer a shuttle service to and from the hotel. This may be listed on the Hotel details page. If it is offered, there is usually a charge by the hotel for this service. We advise that you contact the hotel directly to check prices, times and availability of any shuttle service.

– Can the hotel store my luggage before check in or after check-out?

Many hotels will offer a luggage storage service for use before check-in and after check-out. For more information regarding the hotel’s facilities on luggage storage please contact the hotel directly using the contact details provided after completing the booking

– How do I find out if a hotel has a certain facility, e.g. a lift?

Under ‘Hotel Facilities’ you can see a list of all the hotel’s facilities and services offered.

– Will the outdoor swimming pool be open?

We cannot guarantee that outdoor swimming pools will be open year-round, especially during winter months. The opening of an outdoor pool will be dependent on weather conditions and the hotel’s own rules of maintenance which Octopus Travel have no control over.

– Will the hotel air conditioning / heating be available?

Our hotel descriptions and list of hotel facilities let you know if the hotel has air conditioning and/or heating within the rooms. Some hotels are subject to local laws and regulations and may not run heating and/or air conditioning systems all year round.


Checking in and while you’re away


– What do I need to present upon check in?

Once you receive your confirmation email and the attached hotel voucher, you’ll need to print out the voucher before departure and hand it to the reception when you arrive at the hotel. This voucher is your proof of pre-payment; without it you may be asked to pay again.

Most hotels will ask for ID such as a passport when you check in, as well as a valid credit/debit card for any extras and incidentals. So don’t forget to bring those along.

– What do I do if I am not satisfied with the hotel?

If this happens, the first thing you should do is report any problem to the hotel staff and/or management, so they have the chance to resolve the issue with you. If this doesn’t work out the way you’d like, please feel free to contact our Customer Care Team immediately, so that we can help.

Please don’t wait until after you return home to contact us, as by then it may be too late to fix the problem. We want you to enjoy your stay while you’re there!

– What do I do in case of an emergency?

If you have an emergency whilst on your trip, please do not hesitate to contact us. During office hours, you can contact our Customer Care Team directly. Outside office hours, please contact the emergency number, listed on your voucher. We suggest that you also take note of this number, just in case.