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Hotels help


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Making a booking


Checking in


Booking amendments and enquiries


Travel tips


Destination guides


Making a booking

Does the price include any meals?
If there are any meals included in the price, this will be made clear in the 'More Info' text of the offer on the site.

Is the price per person, or per room?
Unless otherwise stated, the price that you see is the price per room and not per person.

I can't find the dates I want...
The website only displays the dates that are available to be booked, as we only have allocations for certain days with each hotel. However, we can request the room for you for a different date, but different prices may apply.

Who debits my card?
When you make a booking with us, we will request a credit card number to secure the hotel reservation. We pass this information onto the hotel, which will use the credit card to hold the room. The bill must be settled on your departure from the hotel directly.

We may sometimes debit your card on behalf of the hotel at the time of booking. If this happens, it will say that "your credit card has been debited by BAA.com" on your confirmation email.

If you do not arrive at the hotel, they have the right to charge you for at least one night's accommodation.

What cards are accepted?
Please note that the only credit cards accepted at the hotel are those listed on the product information page under "accepted credit cards". These may well differ from those accepted by our site.

How can I make a booking with children?
Child policies (prices & beds) vary and are specific to each hotel. If a hotel has supplied us with their child policy you will find details in the Hotel information section. While many are able to organise extra beds and/or cots in your room, please be aware that we cannot guarantee any requests you make will be honoured by the hotel . Please contact the hotel prior to arrival to see what is possible, you will find the Hotel's telephone number on your confirmation email. Please print a copy of your confirmation email to present at check-in as proof of your reservation.

Checking in

Do I need a hotel voucher to check in?

What ID do I need to check-in?
You will just need to give the name that you made the booking under, with a copy of your confirmation email.

Where is the hotel situated?
The full address and contact numbers of the hotel will be listed on your confirmation email which will be sent simultaneously at the conclusion of your booking. Full details and a link showing the hotel location on a map are also available on every hotel listing on the site.

What if the hotel doesn't have my booking?
We send your booking to our hotel supplier with a few minutes of you making the booking by email or fax and also in our online system which the hotel uses. Please note that it may take up to 48 hours for it to appear in the hotel's reservation system - this can be perfectly normal.

However, in the unlikely event of you arriving at your hotel to find there is no booking, please ask the hotel to contact our Administration department and we will resend the booking to the hotel.

How do I claim back my VAT on a hotel room?

We offer two types of Hotel bookings. For the first type we act as the sales agent for the hotel booking and as such only the hotel can legally issue a VAT invoice. For the second type we set the price for the hotel room and this enforces a Tour Operator Margin Scheme (a special VAT scheme where VAT invoices are not issued). To find out exactly which type of hotel booking you have made please refer to your confirmation email.

Booking Amendments & Enquiries

Can I extend my stay once I'm there?
You may be able to extend your stay if you wish. However, this must be done in consulation with both the hotel and us, as we have negotiated special rates with each hotel. You may not receive the same room rates for an extended stay.

What if I need to change or cancel my booking?
In the event of cancellation for whatever reason you shall be liable to pay us an administration fee of £20. This could be in addition to any cancellation charge any hotel may impose.

If you wish to cancel your hotel room, please contact our customer services though purchase history which will ensure our customer services team has all the information they need to process the request quickly.

What if I need to organise a room upgrade or other change?
If you wish to make any change or amendment to your hotel booking, for example if you wish to alter your stay dates or upgrade your room type, please contact our customer services though purchase history which will ensure our customer services team has all the information they need to process the request quickly.

Please note, whilst we will do all we can to accommodate your request we cannot guarantee they will be confirmed. Please also be aware there is a possibility that a change may incur an extra charge applied by the hotel itself, we will notify you of any such charge.

What if I need an invoice or receipt?

You can use your confirmation email as a receipt. If you wish us to resend your confirmation email, you can do so automatically from Purchase history.

How do I change my postal address?

Please make a note of order number highlighted above the contact our Customer Service area or phone 0870 273 5248

I need more information

Please make a note of order number highlighted on your confirmation email. If this page has not answered your questions and have an emergency with an existing order, please use purchase history view our Customer Service area or phone 0870 273 5248 (and if calling from overseas +44 (0)1483 263 360).

If you wish to cancel your hotel room, please contact our customer services though purchase history which will ensure our customer services team has all the information they need to process the request quickly.

If this page has not answered your questions and you have an emergency with an existing order, please use purchase history to contact our customer services department for the quickest reply.

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