Hotel Enthusiast » Frequently Asked Questions

Hotel Enthusiast Frequently Asked Questions

1) How does the On-line Reservation System work?
2) How do I make a reservation?
3) What is the cost to make a reservation through Hotel Enthusiast?
4) I want a staff member at Hotel Enthusiast to book a room for me for these dates in this city. Can you do it?
5) When I make a reservation request, how is it processed?
6) How long will it take for my reservation request to be answered to?
7) Is full payment taken at the time of booking?
8) How I will be contacted by the property?
9) What is the cancellation policy for my reservation?
10) Can I make specific requests regarding my reservation?
11) Are taxes included in the price of my reservation?
12) Is the total price sent to me by the hotel property when the reservation is confirmed per person, per night or for the total stay?
13) Is the breakfast included in the price?
14) Are my credit card details secure?
15) Once I have sent my reservation request, will I receive written confirmation from the hotel?
16) What do I need when wanting to search for a reservation I have made via your system?
17) I can't remember whether my reservation request has been confirmed. How do I check the status of my reservation request?
18) How to view or modify your reservation
19) How to cancel a reservation
20) What about my privacy? Is my data secure with you?
21) Who is Hotel Enthusiast?
22) Hotel Enthusiast Mission Statement

1) How does the On-line Reservation System work?

Hotel Enthusast gives Internet users the possibility to book hotels directly on-line. The service does not operate like a travel agent, in that specific requests for information on properties cannot be provided by Hotel Enthusiast itself. Instead, Hotel Enthusiast and partners provide the user the opportunity to view pages, check availability and prices and then send reservation requests to hotels. These reservation requests arrive directly to the hotel and it is the hotel that responds to the reservation request, again via the third party booking system. Essentially, the service provides an effective, secure and simple channel of communication between hotel properties and the user. Unlike a travel agency, it is the user who can search, choose and book accommodation directly with the property of their choice.
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2) How do I make a reservation?

Once you have opened the Web Pages for the property desired, click onto 'Make Your Reservation' and select the dates and room type required. The system will supply you with an immediate response, giving availability, price and automatic currency conversion of your choice. If you wish to proceed with the reservation request, click onto 'Go on with the Reservation'.
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The system will ask for your login and password, which are given to all registered users. NOTE THAT THIS IS A DIFFERENT LOGIN THAN THE ONE YOU HAVE FOR THE HOTEL ENTHUSIAST NEWSLETTER. If you are not registered, select the 'I'm not a registered user' option and click onto the grey box. Follow the instructions to register yourself as a user. AGAIN REGISTERING WITH THE BOOKING SYSTEM DOES NOT MEAN YOU WILL BE REGISTERED WITH THE HOTEL ENTHUSIAST NEWSLETTER. If you cannot remember your login name or your password, click onto 'Forgot Your Password?' at the bottom of the page and the system will send your registration details immediately to your email address. Once a response has been given and you have entered your user registration login and password, you can make a reservation request, completing the form, including credit card details.
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Information is sent via Secure Server, ensuring that your personal details can only be viewed by yourself and the recipient (ie. the hotel). This will arrive at the hotel straight away and they will provide a response as soon as possible. A booking number appears on the screen for your reference and a response from the hotel will be sent directly to your email address.

3) What is the cost to make a reservation through Hotel Enthusiast?

There is absolutely no cost to use Hotel Enthusiast to search for hotels, make or modify bookings or to become a member. It is a free service for our users.
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4) I want a staff member at Hotel Enthusiast to book a room for me for these dates in this city. Can you do it?

The site is designed specifically to allow internet users to browse hotel pages, check availability and prices and make bookings themselves. We are not a travel agency and therefore cannot help with personalised bookings.

» About our customer care service

5) When I make a reservation request, how is it processed?

The reservation request is sent directly to the hotel property selected. The hotel is then responsible for processing the request and sending the response back to you. This establishes a direct link between the you and the property you selected. Your reservation is confirmed when the property sends a response to you. To find out how to check the status of your reservation request, please refer to the question entitled 'I can't remember whether my reservation request has been confirmed. How do I check the status of my reservation request?'

6) How long will it take for my reservation request to be answered to?

This depends on each individual property as they are responsible for the answering of reservation requests. Many of our hotels are instantly confirmed but all our property are advised to answer requests within 48 hours at the latest.

7) Is full payment taken at the time of booking?

Full payment is not taken at the time of booking. You provide credit card details to guarantee your room against the price you booked at, and to ensure the room is kept for you in the event of a late arrival. Full payment is made by you ONLY when you arrive at the specified property you booked.

8) How I will be contacted by the property?

You will be contacted via email, using the email address supplied when you registered.

9) What is the cancellation policy for my reservation?

This depends on the individual property you have booked with. Hotel Enthusiast and partners don’t itself charge any penalties for reservations that are cancelled or modified in any way. However, each property has its own cancellation policy relating to reservations that are made with them. This is shown on-line on the last page of the reservation process BEFORE you send your booking request below the Credit Card details section and is also communicated in the confirmation message sent to you - it is recommended that the cancellation policy is read carefully to avoid any penalties.

10) Can I make specific requests regarding my reservation?

Yes. When sending your reservation request, there is a blank space where you can add specific notes and/or requests that can be sent to the property.

11) Are taxes included in the price of my reservation?

Yes, taxes are included in the total price of the reservation sent by the hotel. However in some countries, a local tax is charged on top of the room rate and/or a service charge may be included. The amount of this tax is subject to constant change and can only be indicated approximately.

12) Is the total price sent to me by the hotel property when the reservation is confirmed per person, per night or for the total stay?

The price that arrives when you make a search and that the property eventually confirms when they send a confirmation of the reservation request is the total price per stay.

13) Is the breakfast included in the price?

Again, this varies from property to property and will be communicated to you when the property sends confirmation of the reservation.

14) Are my credit card details secure?

Yes. – all our third party providers use a secure server to encrypt and protect all communication of personal details and credit card information between yourself and Hotel Enthusiast.

Security remains the primary concern of all on-line consumers. Hotel Enthusiast's partner VENERE.COM is a VeriSign Secure Site and uses an encryption technology to safeguard the confidential credit card information of all its customers.

We will not charge your credit card. Your credit card information is only required to guarantee your booking. You will pay your stay at the hotel.

15) Once I have sent my reservation request, will I receive written confirmation from the hotel?

Yes, The property will send a confirmation e-mail to the address you entered at time of registration as a Hotel Enthusiast customer. Bear in mind that your request will be confirmed by the property and until then do not consider it as confirmed. When your booking appears in status OK in your account you can rest assured that it has been confirmed by the property. In order to receive confirmation via email make sure that the address you enter at registration is correct. If you enter an incorrect e-mail address you will not be able to receive a reply from the hotel and this could lead to communications problems and misunderstandings. Therefore, it is crucial that you make sure all data is correct.

16) What do I need when wanting to search for a reservation I have made via your system?

You need your login name and password to access information about reservations you have made or to make a booking. You will receive this information in a confirmation email. Remember to keep a record of your login and password when you were emailed your reservation information. If you have forgotten your password, you can request for it to be sent to your email address.

17) I can't remember whether my reservation request has been confirmed. How do I check the status of my reservation request?

Details will be in the confirmed email that was sent to you. You can check the status of any reservation request sent by entering into 'Your Reservation' with your login and password and viewing all your current reservations. In the table shown, you will note that the status of the reservation is displayed in the Status column.

18) How to view or modify your reservation

To view, modify or cancel your reservation simply follow the instructions from the confirmed email you have received. Login and click on YOUR RESERVATION on the upper-right-hand of the page in the USERS section. Enter your registration login name and password. The system will "welcome" you, so click on VIEW AND MODIFY RESERVATIONS to see the reservation requests you made through our third party partner. The system will show you hotel name, date of request, dates of check-in and check-out, price and status of your booking. For each reservation made, you will also notice a clickable link "View/Modify/Cancel". To view previous reservation requests, or reservation requests by arrival, status, hotel name or city, select from the search criteria given below the list.

19) How to cancel a reservation

To cancel reservations, follow the instructions for 'How to View, Modify or Cancel a Reservation' and click onto the "View/Modify/Cancel" link of the booking you wish to cancel. Then click on CANCEL at the bottom of the following page. There is no charge for cancelling a reservation on the part of Hotel Enthusiast, however each property has its own cancellation policy that is communicated in the message sent to you when the reservation is confirmed by the hotel. Please make sure you read the cancellation policy for each property carefully to avoid cancellation penalties.

20) What about my privacy? Is my data secure with you?

Hotel Enthusiast and its partnes take your privacy very seriously. The information taken by VENERE.COM when making your reservation, is requested in order confirm your booking.

When becoming a member with Hotel Enthusiast we ask for your email address. This email address will never be disclosed to any third parties.

We would again like to stress that, in accordance with European personal data protection laws, strict security procedures are observed to prevent personal data misuse and unauthorised access.

21) Who is Hotel Enthusiast?

Hotel Enthusiast is a free unbiased hotel reservation and city guide for Europe.

Hotel Enthusiast editors arrive unannounced at pre-selected hotels all over Europe. We examine the hotel, rooms and talk to the staff to find out what it’s really like.

If it fits within our quality criteria of comfort, price policy, service and location we write a review and publish it in www.hotelenthusiast.com.

We do not get paid for publishing any of our hotel or accommodation reviews.

22) The Hotel Enthusiast Mission

Our mission is to make your holiday in Europe happy and memorable. There are so many hotels and other forms of accommodation out there, it’s often very difficult to find the perfect one for you.

Whether you want luxury, location, charm, service, or you’re traveling with budget in mind, you now have an honest guide to assist you in your choice.

We have searched Europe's most popular cities to find you the best value for money accommodation. We’re proud of the advice we give you from choosing the perfect hotel to tips on where to go and what to do while you are there.

We will continue to expand our offering to ensure Hotel Enthusiast becomes THE number 1 city guide to traveling in Europe.

So read our tips, reviews and opinionated recommendations and sit back secure in the knowledge that you now have travel guide giving you honest, up to date and comprehensive information on selected cities around Europe.

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