FAQs

Hotels & apartments

1. How do I search and book infants?
2. What drinks and food do I get with all inclusives?
3. Are the prices per room or per person?
4. Are flights included?
5. I prefer to book by telephone. Is this ok?
6. What if I need to cancel?
7. What if I need to modify?
8. I haven't received my voucher yet, where is it?
9. I can't see that hotel I want - it was there five minutes ago! Can I still book it?
10. I've contacted the hotel – they say that my accommodation isn't booked. Help!
11. When is my final balance due and how do I pay it?
12. How long will it take to get my new voucher if I make an amendment to my booking?
13. When I search some apartments it states the board basis as self catering / room only. Do these have kitchen facilities or is it just the room?
14. Why is the price I am originally quoted different from the final price?
15. Why is it that there are sometimes different descriptions of rooms that appear the same and are of a different price (e.g. 1 bedroom apartment standard and 1 bedroom apartment 2/4 pax)?
16. Where can I find a map of where the hotel is situated as there is not one on your site?
17. I have received my accommodation voucher but it appears that there is only one room when I booked multiple rooms. Where is my correct voucher?
18. The accommodation was available when I made the booking, why does the confirmation screen now state that it will take a further 2 working days to confirm my booking?
19. Why is my booking not confirmed?
20. What do the different room types mean?

1. How do I search and book infants?
   An infant is a child under 2 years old, Alpharooms do not make a charge for an infant's stay. Simply make the booking for your party, less the infant, as you complete the booking process on the site, you will find a box named 'additional information', please enter in here that an infant is travelling with the party and that you require a cot in the room for the duration of your stay. Please be aware: an infant cannot be accommodated in a room with full occupancy (i.e. a 1 bedroomed apartment accommodating 4 people will not accept 2ad/2ch and 1 infant).
2. What drinks and food do I get with all inclusives?
   All meals, all local alcoholic and non alcoholic drinks including tea, coffee, hot chocolate and water. Daytime snacks may include sandwiches, pizzas, and hamburgers. Supplements for specific imported drinks and a la carte dining may be imposed by the hotel.
3. Are the prices per room or per person?
   All our prices are per room. The price you see on the "Get Quote" page is the price you pay.
4. Are flights included?
   No, flights are not included. Alpharooms is an accommodation only provider; the price is just for your hotel or apartment.
5. I prefer to book by telephone. Is this ok?
   You can book by telephone, but please be aware that there is an additional 2% charge on credit cards. Our website is safe and secure, and hundreds of customers book everyday using it.
6. What if I need to cancel?
   If you need to cancel please log in to the 'My Account' section and request a cancellation. We advise you to check the terms and conditions for our latest cancellation policy.
7. What if I need to modify?
   If you need to amend your booking, please log in to the 'My Account' section and amend accordingly or if you prefer you can contact our sales team on 08700 670030. We advise you to check the terms and conditions for information on our modification policy. Please be aware any modification made within 7 days of arrival may be subject to cancellation charges.
8. I haven't received my voucher yet, where is it?
   You should receive your voucher within 30 minutes of booking with us. The following are common reasons why you might not have:
   1. The voucher has gone into your junk mail or spam filter - please check these.
   2. There was an issue with your payment - we may be performing additional security checks.
   3. You gave us the wrong email address.
   If you haven't received your voucher within seven working days, please contact us.
   Please note:If you have paid a deposit by credit card you need to either pay online or call us so that we can process your balance. We will only send you your voucher once the final balance has been paid.
9. I can't see that hotel I want - it was there five minutes ago! Can I still book it?
   Chances are the hotel has become unavailable, and we will not be able to book it either by phone or over the web.
10. I've contacted the hotel – they say that my accommodation isn't booked. Help !
    Passenger names are usually sent to the hotel approximately one week before your arrival. If you have any doubts please check with us first.
11. When is my final balance due and how do I pay it?
    Your final balance is due 5 weeks before departure, this can be paid by credit / debit card online by accessing your account or contacting our call centre on 08700 670030
12. How long will it take to get my new voucher if I make an amendment to my booking?
    You should receive your voucher within half an hour of amending your booking, providing the booking has been paid in full.
13. When I search some apartments it states the board basis as self catering / room only. Do these have kitchen facilities or is it just the room?
    The kitchen facilities are included in all self catering studios and apartments. The reason it states room only means that no meals are included. If the description states either twin/double or standard room on self catering/room only basis, this will be a hotel room only with no kitchen facilities.
14. Why is the price I am originally quoted different from the final price?
    The first price is the estimated price and the second is confirmed price. The estimated price is based on the arrival date and does not take into account the ages of any children travelling and any extra supplements as a result. Different hotels specify different maximum ages for passengers to be classed as children, though the most common maximum child age is 12. If you are travelling with children, you will be asked to enter the ages of the children travelling with you. The age(s) you enter must be the ages at the time of travel, up to and including the day of departure.
15. Why is it that there are sometimes different descriptions of rooms that appear the same and are of a different price (e.g. 1 bedroom apartment standard and 1 bedroom apartment 2/4 pax)?
    We contract rates though a variety of sources and sometimes these may be described differently.
16. Where can I find a map of where the hotel is situated as there is not one on your site?
    All available maps are on our site, not all accommodations we use provide location maps.
17. I have received my accommodation voucher but it appears that there is only one room when I booked multiple rooms. Where is my correct voucher?
    Please note that you will get an accommodation voucher per room. If you scroll down the email you should find the other vouchers for the rooms.
18. The accommodation was available when I made the booking, why does the confirmation screen now state that it will take a further 2 working days to confirm my booking?
    Some rooms require further confirmation because they might have sold out from the time you did your availability scan to the time of confirmation. We will try our best to confirm the room(s) within 2 working days before we contact you by e-mail. If you do not wish to wait for the confirmation please e-mail cancellations@alpharooms.com within 48hrs and the booking will be cancelled free of charge.
19. Why is my booking not confirmed?
    The accommodation was available when I made the booking, why does the confirmation screen now state that it will take a further 2 working days to confirm my booking?
    Some rooms require further confirmation because they might have sold out from the time you did your availability scan to the time of confirmation. We will try our best to confirm the room(s) within 2 working days before we contact you by e-mail. If you do not wish to wait for the confirmation please e-mail cancellations@alpharooms.com within 48hrs and the booking will be cancelled free of charge.
20. What do the different room types mean?
    

    Twin/Double Standard	This is a room to sleep 2 adults in a room with either a twin or double bed. If 3 adults stay in the room there may be 3 single beds or 2 single beds and a camp bed for the third adult, or a double bed and a single bed. If 2 adults and 1/2 children stay in this room type the usual configuration is a double or twin beds usually with camp beds for the children.
    Double Room	This is a room with one double bed.
    Twin Room	This is a room with 2 single beds.
    Triple Room	This room will sleep 3 people. The beds are not guaranteed to be all single beds. There may a camp bed for the third person.
    Quad Room	This room will sleep 2 adults and 2 children. It is not guaranteed to be larger than a twin/double room.
    Family Room	This room will usually accommodate 2 adults and two or three children. When the room is fully occupied it may be cramped.
    Standard Room	This usually applies to USA bookings. The beds are usually 2 double beds but this cannot be guaranteed.
    Single Room	This will accommodate one person only and may be a smaller room than the other rooms in the same property.
    Double/Twin for Single Use	This is a room for 2 people which is bookable for one person, bedding will only be provided for one person.
    Studio	This is an open plan room with the kitchenette, living space and bedroom in the same room. The room could contain either beds or sofa beds.
    1 Bed Apt	This will accommodate up to 3/4 people with twin beds in a separate bedroom and a sofa bed in the living area.
    2 Bed Apt	2 separate bedrooms to accommodate between 4 and 6 passengers dependent on the individual hotels policies.
    Superior Rooms	If a property offers a superior room this will be superior to a standard room, the content will differ from property to property, usually better décor.

    You may be offered different variations of room type i.e. - the same property offers:

    • 1 bedroomed apartment (standard)
    • 1 bed apt 1/2 PAX
    • 1 bed apt 2/3 PAX
    • 1 bed apt 3/4 PAX
    The rooms will usually be the same size. The word PAX means passengers - if there are 2 adults travelling and you book a 1 bed apt 3/4 pax - the room is not guaranteed to be larger than the 1 bed apt 1/2 PAX.

Airport transfers

1. How do I meet the driver at the airport?
2. What happens if I can't find the driver?
3. What if my flight is delayed?
4. What kind of vehicle will it be?
5. I'm disabled – is this a problem?
6. Can I cancel?
7. Are infants and children free?
8. I have oversized luggage e.g. sports equipment.
9. Can I book a transfer to a private property?

1. How do I meet the driver at the airport?
   The driver will be holding a sign – either one that says alpharooms.com or one from one of our agents. This information will be on your voucher which you will receive around 30 minutes after you book if your payment is successful.
2. What happens if I can't find the driver?
   Call the emergency telephone number on your accommodation voucher. This is the telephone number of a local office near your destination and they will resolve any problems quickly and efficiently.
3. What if my flight is delayed?
   The driver will have your flight details and will be able to check the flight time before you arrive and wait accordingly.
4. What kind of vehicle will it be?
   Unless we say, we don’t guarantee a specific kind of vehicle: it will probably be a taxi or a bus. You may also be sharing the transfer with other passengers stopping off at other hotels or resorts.
5. I'm disabled – is this a problem?
   No, not at all. Please make sure you let us know on the "Additional Information" field on the payment page though.
6. Can I cancel?
   Our normal cancellation policy applies. Please see our terms and conditions.
7. Are infants and children free?
   No – all prices are per passenger and you must include all passengers when searching for your transfer. Our prices are very competitive though with other major transfer agents so we ask you to check!
8. I have oversized luggage e.g. sports equipment.
   Please state dimensions and weight in the additional information field.
9. Can I book a transfer to a private property?
   If you are travelling to a private and/or non tourist location and/or residence, please contact us before making your booking as some transfers of this nature may not be feasible.