hotels with personality
Frequently Asked Questions
Booking Queries
How do I find the hotel I'm looking for?What types of rooms are available?
How do I make an amendment to my booking?
How do I cancel a booking?
What is your cancellation policy?
Do you have any special offers?
What is your policy on children?
What does Instant Confirmation mean?
What does Delayed Confirmation mean?
Why can I not find a particular hotel that was available before?
Hotel Queries
What time can I check in?The rate includes breakfast - what is included in a standard breakfast?
How do I find directions to the hotel?
Will I be able to park my car at the hotel?
The hotel has a golf course / spa - how do I arrange times etc?
What is the "Extra Requests" box for on the Booking Page?
Pricing / Payment Queries
Do you take the full amount from my credit card at the time of booking?Why do I have to give you my credit card number?
What credit/debit cards can I use?
Do you offer cheaper prices than booking with the hotel direct?
Are all my details - financial and personal - secure?
Are the prices per person or per room?
Why do some hotels have "Reduced Price" displayed in the results?
I don't have a credit card. Can I still book?
Are there any hidden charges?
Is there a single supplement?
Why do prices sometimes change?
Confirmation Queries
What documentation will I receive?Do I need to contact the hotel directly?
I have lost the details of my booking - what should I do?
Do I need to quote my Hotmouse reference number at the hotel?
Problems
Who can I call if I have a problem?What if I arrive late at the hotel?
How do I make a complaint?
General Queries
Who are Hotmouse?Do you have a brochure?
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Booking Queries
How do I find the hotel I'm looking for?
On the Home Page, you can search for hotels in one of three ways. You can either search for hotels by destination - simply enter the country and the area and press search - or by a special interest such as golf hotels by clicking on one of the buttons on the left hand menu. Alternatively, click on our Promotions section to view any current special offers.
What types of rooms are available?
On the hotel page, a full list of the rooms available at that hotel on your chosen date will be displayed in bottom left hand corner of the page. You will need to scroll down the page to see them. Room types vary from hotel to hotel. You can usually expect to have double and twin rooms for two people sharing enquiries@hotmouse.co.uk our own. (Of course, not all rooms/room types will always be available). Many hotels have "family" or "triple" rooms which can include a double bed plus a single or sofa bed or "rollaway" type bed or sometimes two double beds.
Under the room type section, you may also find packages available at your chosen hotel, such as "Weekend Break" that includes for example, two nights stay, dinner, bed and breakfast for two people, with a price displayed for the whole stay for both of you.
How do I make an amendment to my booking?
If you need to make a change to any aspect of your booking, please contact us on 08707 66 92 35 or emailing us at enquiries@hotmouse.co.uk and we will be happy to help you. Hotmouse does not charge you for any amendments but pleasebe aware that the hotel may do so at their discretion depending on your request.
How do I cancel a booking?
If you need to cancel a booking, please notify us as soon as possible, either by calling us on 08707 66 92 35 or emailing us at enquiries@hotmouse.co.uk. Out of office hours, please call the hotel directly - their telephone numberis provided on your confirmation email.
What is your cancellation policy?
The cancellation policy relating to your booking will be the hotel's own, over which Hotmouse has no control. The cancellation policy for each hotel is clearly stated on the Hotel Page in the "Hotel Policies" section and is enforceable by them. In the event of a cancellation or indeed a "No Show" (where you fail to turn up at the hotel but have not previously cancelled), Hotmouse will make your credit card details available to the hotel on our secure server, if there is a charge to be made.
Do you have any special offers?
Where Hotmouse has special offers available, we will advertise them in the Promotions section of the site, which can be found by clicking on the link on the Home Page. Special offers, where they are available, will also be highlighted in the "Room Type" area on the Hotel Page. If the hotel lowers any of their prices aside from any current promotion, a "Reduced Price" message will be displayed alongside their details in the results section.
What is your policy on children?
The policy on children varies from hotel to hotel and the hotel's individual policy is clearly stated on the Hotel Page. Some hotels have "Family" rooms, where your child sleeps in the same room as you, or occasionally some have "Interconnecting" rooms, where there is an internal door between the two rooms. For legal and safety reasons, most hotels will not accept bookings from unaccompanied children under the age of 18.
In the "Room Type" section, you will find clear information on how many people each room is for, including how many children. In most cases, infants under two years old are not included in this and you may need to make separate sleeping arrangements e.g. cot hire etc.
What does Instant Confirmation mean?
Instant Confirmation displayed next to the Hotel's information means that rooms at that Hotel are available to book online and you will receive an instant confirmation that you have secured the room, both on screen and by email.
What does Delayed Confirmation mean?
Some of the hotels that we advertise are only available "on request". This means that when we receive your details, we need to confirm with the hotel that your requested room is still available. We will always be back to you via email within three working hours (Hotmouse working hours are 9am-6pm Monday to Sunday). For example, if you make a booking at 10am, we will respond by 1pm, if you make a booking at 4pm, we will respond by 10am the next day and if you make a booking at 9pm, we will respond by 12pm the following day. When you press the "Confirm" button on your booking, you will receive an email outlining the details of your booking and giving you the time which we will respond by.
If the hotel you requested is available, you will receive an email confirming your booking details. If the hotel is not available, we will endeavour to offer you a similar alternative, but if not, you will still be notified within the three working hours that we cannot fulfil your request. Please check the email you supplied to us regularly until you have heard from us.
Why can I not find a particular hotel that was available before?
The majority of the hotels you will find on our website are available to book instantly online. Once they no longer have rooms available, that hotel will no longer show up in any search results. We advise all our customers to book as early as possible, once you have found what you are looking for, to avoid any disappointment.
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Hotel Queries
What time can I check in?
Check in time varies between hotels but is not usuall reservations@hotmouse.co.uk earliest. The earliest check in time for each hotel is clearly displayed on the Hotel Page in the "Hotel Policies" section, along with latest check out information. The "Hotel Policies" section will also be included in your confirmation email.
The rate includes breakfast - what is included in a standard breakfast?
Breakfast will vary according to the hotel and could be several different types: continental, cold buffet, hot buffet, full English etc. If we know what type is on offer, it will be stated in the product/room description.
How do I find directions to the hotel?
You can look at the hotel page on the Hotmouse website at any time to view the details by using the "Get Map/Directions" button.
Will I be able to park my car at the hotel?
Any information that we have been given regarding parking facilities at the hotel will be displayed on the Hotel Page - check under "In the Hotel". Please call the hotel directly if you are concerned - their telephone number will be provided in your confirmation email.
The hotel has a golf course / spa - how do I arrange times etc?
If you would like to arrange specific tee times or spa treatments, please call us on 08707 66 92 35 and we will be pleased to help. Please note that all such requests are subject to availability over which Hotmouse has no control.
What is the "Extra Requests" box for on the Booking Page?
You can use this box to request things like "Smoking Room" or "Cot required". Alternatively, we will send you the hotel contact details, including telephone number, in your confirmation email, and so you can speak to them directly about these matters. Hotmouse is unfortunately unable to guarantee that the hotel will be able to fulfil any of your requests exactly as you have requested.
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Pricing / Payment Queries
Do you take the full amount from my credit card at the time of booking?
Hotmouse takes no money at all from your credit/debit card at any time - our service to you is free! The contract is between you, the website user and the third party supplier e.g. the hotel. This means that you will pay the hotel directly according to their procedures, usually on check out. If there is any deposit payable, it will be stated in the "Hotel Polices" section.
Why do I have to give you my credit card number?
Hotmouse needs to take your credit/debit card details to secure the room. It is a condition of making a booking that you accept that the hotel will be given secure access to these details if they need to make a charge such as a cancellation or a "No Show" charge, or occasionally some hotels may wish to take a deposit (if so, this will be stated on the Hotel Page).
What credit/debit cards can I use?
Most of the major credit/debit cards will usually be acceptable, although this will vary from hotel to hotel and will be clearly stated on the Hotel Page in the "Hotel Policies" section.
Do you offer cheaper prices than booking with the hotel direct?
Where we have a "Promotion" running, we may be offering a hotel cheaper than any other suplier, including the hotel direct. Under normal circumstances, the hotel always retains full control of the prices displayed on the Hotmouse website and therefore, the prices displayed will be at least as low as those offered by the hotel direct.
Are all my details - financial and personal - secure?
Yes - all of your personal and financial details are encrypted by our secure server software. Our Thawte SSL Server Certificate details can be found on our Booking Page. We only store your financial details for the minimum time required and never pass any of your personal details on to another company or supplier, apart from the hotel when strictly necessary. We also respect your privacy and will not contact you about related products or services without your consent. View our Privacy Policy here
Are the prices per person or per room?
All of the prices displayed on Hotmouse are PER ROOM, including where packages such as weekend breaks are shown. For example, the price displayed for a two night break including dinner for two people is the total price to stay in that room for the two nights and have dinner for both of you.
Why do some hotels have "Reduced Price" displayed in the results?
Occasionally some of our hotels may reduce their prices due to a promotion of their own. Where we think this represents an excellent saving for our customers, we will highlight this by displaying the "Reduced Price" message in the results section.
I don't have a credit card. Can I still book?
You need either a credit or debit card to make a reservation. Unfortunately, there is no facility for you to pay by cash or cheque.
Are there any hidden charges?
None whatsoever! The price you see is the price you pay for the room as booked. You will of course have to pay for any extras such as telephone calls etc but the price for the room will not change.
Is there a single supplement?
There are no single supplement charges in addition to the price for the room as displayed. Where the hotel has different prices for single travellers, this will be shown as a different room type e.g. "Double Room for Sole Occupancy" and it will clearly state that the room sleeps one person. If there are no separate charges for single travellers, you simply pay the cost of the room as booked. For example, if the price for a double room is £100 and that is what you book, it will cost you £100 whether there are two of you staying or just one.
Please make sure that the room you book is suitable for the number of people travelling (e.g. not a double room that sleeps 2 when there are 3 of you) as the hotel has the right to charge you for an additional room where available or to turn you away if not, with full charges applicable. If you have any queries about this, please contact us before making your booking.
Why do prices sometimes change?
Hotels change their prices according to season and demand. As the hotels retain full control of their prices on Hotmouse, they can vary them at any time as they wish. If they reduce the prices as part of a special offer, this will be clearly shown.
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Confirmation Queries
What documentation will I receive?
You will receive an email from us as soon as your booking is confirmed with the details of your booking, a Hotmouse reference number, Hotel Policy information and the contact and location details for the hotel. You may wish to print this out to take with you to the hotel.
Do I need to contact the hotel directly?
You do not need to contact the hotel in order to confirm your booking - that is all done for you. Hotmouse provides you with the hotel's contact details in the event that you may need them for another purpose e.g. to advise of late arrival. Any amendments to your booking ahead of arrival date should be directed to Hotmouse in the first instance.
I have lost the details of my booking - what should I do?
If you cannot find the email confirmation that we have sent to you, please don't worry. You should not need it at the hotel anyway - the reservation is simply made under your own name. If you do need to review the details, if you are a member of our Reward Scheme, you can log in and view your previous and current bookings at any time. If you are not a member, please call us on 08707 66 92 35 or email us at enquiries@hotmouse.co.uk and we will send you a copy.
Do I need to quote my Hotmouse reference number at the hotel?
No. Your Hotmouse reference number enables us to locate your booking easily and quickly on our systems. We will give the hotel this reference number for their records, but your reservation will simply be made under your own name.
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Problems
Who can I call if I have a problem?
If you have a query or an amendment to your booking ahead of your arrival date, please contact Hotmouse and we will be pleased to help you. If you have a problem and you need to contact the hotel urgently out of Hotmouse working hours, then you will find their contact details on your confirmation email.
What if I arrive late at the hotel?
If you know you are going to arrive late, please call the hotel directly to let them know as soon as you can. The contact details for the hotel can be found in your confirmation email.
How do I make a complaint?
If your complaint is regarding the hotel itself or the service provided, please refer the problem to the hotel management as soon as possible to give them the opportunity to resolve the issue for you. If the problem is with the Hotmouse website or our service levels, please call us on 08707 66 92 35 or email us at enquiries@hotmouse.co.uk and we will do our utmost to put things right. If you still feel that the matter has not been resolved to your satisfaction, please put your complaint in writing to The Managing Director, Hotmouse Ltd, G14 Moulton Park Business Centre, Redhouse Road, Northampton, NN3 6AQ.
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General Queries
Who are Hotmouse?
Hotmouse is an independent company run by an experienced team of experts in internet booking and travel. We pride ourselves on providing the best in customer experience and satisfaction, by ensuring excellent service levels and using the latest cutting edge technology. See our About Us and Contact sections for more details.
Do you have a brochure?
No we do not produce a brochure as full details of all our partner hotels are displayed on the Hotmouse website.
Any other queries? Just send us an email to enquiries@hotmouse.co.uk or call us on 08707 66 92 35 - and we'll be happy to help!
