Frequently asked questions

Payment

    • All balance payments can be made via My Account. If you do not make a balance payment in advance we will attempt to auto collect the balance on the due date using the original card details.

    • You will make an initial deposit payment at the point you confirm your order. You can then make as many instalment payments as you choose to. If you have an outstanding balance at the point the final balance is due we will attempt to auto collect the balance using the original card details.

    • The two most common reasons a payment will fail are either because the card was rejected at the security stage and flagged as being potentially fraudulent, or your card did not pass our pre-authorisation stage. If your payment has failed we suggest you speak to your bank first. If there are no issues with the card please contact us on 0114 407 0241 and a member of the Customer Service Team will be able to help you. Alternatively, you can attempt the order again with a different card.

    • Not all payments are collected by Alpharooms. You will be informed prior to confirming your order whether you are paying us or making a direct payment to the hotel.

    • When booking a direct payment room, hotels may take full payment at the time of booking. The hotels payment policy is detailed within the hotel booking conditions.

    • If you have selected a direct payment reservation the hotel will take payment directly. Your booking will appear as paid in My Account to enable us to issue you with travel vouchers.

    • There are no additional Debit or Credit card fees. We do not accept Amex cards.

    • From 13th January 2018 you will not be charged a credit card fee on transactions made. Debit card fees do not apply. We do not accept Amex cards.