Frequently Asked Questions

Booking with Hotely is simple and fast! Use our search engine on the homepage to enter your destination, arrival and departure dates, and number of guests. Browse through the available hotels, check out detailed descriptions, photos, amenities, and rates. When you find the perfect hotel, click "Book Now" and follow the secure checkout process. You'll receive a confirmation email with all your booking details.

If you need to correct or change the name of the main guest, open your booking confirmation page (the link is in your confirmation email) and click "Edit" next to the guest's name. Enter the corrected first and last name and save — we'll update your booking and let the hotel know.

A few things to keep in mind:

• Name changes are available for confirmed bookings, up until your check-in date.
• Some hotels can't update the name on an existing reservation. If that's the case, our team will help you sort it out.
• Changing the guest's name doesn't change who the booking belongs to or transfer it to a different person's account.

Need help? Contact our 24/7 support team at +1 781-381-4993 or email [email protected].

For most bookings, you'll receive instant confirmation. However, some hotels require manual verification, which can take up to 48 hours for confirmation. Thanks for your patience!

For last-minute bookings (same day or next day), we prioritize these requests and typically provide confirmation within a few hours. You'll receive an email notification as soon as your booking is confirmed.

Absolutely! We offer same-day booking services. For last-minute reservations, we recommend calling our 24/7 support team at +1 781-381-4993 for the fastest service. Our team can help you find and book available rooms quickly.

"Under Review" means that your reservation is being processed and verified by our team. These are reservations that require additional confirmation from the hotel. We're working to confirm your booking and will notify you as soon as it's confirmed, typically within 48 hours. You'll receive an email update once your reservation status changes. Thanks for your patience!

You can find all your booking details in the confirmation email we sent you. The email includes your booking reference number, hotel information, dates, and payment details. If you need to modify or cancel your booking, contact our support team with your booking reference number.

All prices displayed on Hotely are per room, per night, unless otherwise specified. The price includes all applicable taxes and fees shown during the booking process. Some hotels may charge additional fees (like resort fees) that are paid directly to the hotel upon check-in.

Yes, absolutely! Our website uses SSL (Secure Socket Layer) encryption technology, the same security standard used by major banks. Your credit card information is encrypted and transmitted securely. We accept Visa, MasterCard, and American Express. You'll see a padlock icon in your browser when you're on our secure payment page.

Most bookings require a deposit or full payment at the time of booking, which is charged to your credit card. The exact payment terms depend on the hotel's policy and will be clearly displayed during the booking process. Any remaining balance (if applicable) will be paid directly to the hotel upon check-in.

A resort fee is a nightly charge that some hotels apply for access to amenities like Wi-Fi, pool, gym, or other facilities. If a resort fee applies, it will be clearly indicated during the booking process. Resort fees are typically paid directly to the hotel at check-in, not through Hotely.

The room rate includes the accommodation and taxes shown during booking. Not included are – personal expenses (mini-bar, room service, spa services), telephone calls, additional meals beyond what's specified in your booking, parking fees (unless stated), and any other services you use during your stay. These will be charged directly by the hotel at checkout.

Each hotel page on Hotely includes detailed information: photos, descriptions, exact address, amenities, facilities, and a map showing the location. You'll also find information about nearby attractions, restaurants, and transportation options. We work closely with hotels to keep this information up-to-date, but if you have specific questions about amenities, we recommend contacting us before booking.

Check-in and check-out times vary by hotel. Generally, check-in is from 2:00 PM or 3:00 PM, and check-out is by 11:00 AM or 12:00 PM. The exact times for your booking will be shown on the hotel page and in your confirmation email. If you need early check-in or late check-out, add this as a special request during booking or contact us - availability and additional charges may apply.

• Single room: Designed for one person with a single bed
• Twin room: Double room with two separate single beds
• Double room: Room for two people with one large bed (queen or king size)
• Suite: Larger accommodation with a separate living area and bedroom, often with premium amenities

Yes! During the booking process, you can add special requests in the "Special Requests" section. Common requests include non-smoking rooms, rooms with a view, high floor, extra beds, cribs, or accessibility needs. We'll forward all requests to the hotel. While hotels do their best to accommodate requests, fulfillment depends on availability and cannot be guaranteed.

• B&B (Bed & Breakfast): Breakfast included
• Half-board: Breakfast and either lunch or dinner included
• Full board: Breakfast, lunch, and dinner included
• All-inclusive: All meals, snacks, and most drinks (alcoholic and non-alcoholic) included. Some premium items may have additional charges

Yes, modifications are possible depending on the hotel's policy and availability. To modify your booking, contact our support team by phone or email at support@hotely.travel with your booking reference number. Please note that changes may result in price differences, and some bookings may have restrictions on modifications.

Yes, you can cancel your booking. However, cancellation fees may apply depending on the hotel's cancellation policy, which is clearly displayed during booking and in your confirmation email. To cancel, contact our support team with your booking reference number. Free cancellation policies vary by hotel and booking date - always check the cancellation terms before confirming your reservation.

If your booking is eligible for a refund according to the cancellation policy, the refund will be processed to the original payment method used for the booking. Processing times vary – credit card refunds typically take 5-10 business days, while debit card refunds may take longer. You'll receive an email confirmation once the refund has been processed. If you have questions about your refund, contact our support team.

At check-in, you'll need to present:

• Your booking confirmation (voucher) - Digital version on your phone is usually fine, but a printed copy is recommended
• Valid government-issued photo ID (driver's license, passport for international travel)
• The credit card used for booking (for verification)
• Payment for any remaining balance (if applicable)

First, check your spam or junk folder - sometimes confirmation emails end up there. If you still can't find it, contact our support team immediately. We can resend your confirmation email. Make sure to have your booking reference number (if you have it) or the email address and name used for the booking ready.

Age requirements vary by country and hotel. In most European countries, the minimum age is 18. In the United States, many hotels require the primary guest to be at least 21. Some hotels may have stricter age requirements. Always check the hotel's terms and conditions before booking, especially if you're under 25.

We're here to help 24/7! You can reach us anytime at:

• Phone: +1 781-381-4993
• Email: support@hotely.travel

We typically respond within 24 hours. For urgent matters, please call us.

Yes! Our support team can assist you in multiple languages. When you contact us, please let us know your preferred language, and we'll do our best to accommodate you. Phone support is primarily available in English, but email support can be provided in multiple languages.

We respond to emails within 24 hours. For urgent matters or last-minute bookings, call our 24/7 support line.