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F A Q
General Information
Making a Reservation
Reservation Information
Rate Information
Payment Information
Voucher information
Membership/Account
Hotel Facilities and Room Information
Tours and Transfers
Cancellation, Amendment and Refund
General information
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Why book hotels with Turkeyhotelstours.com?
First of all we believe that satisfaction of our customers speaks best for itself and for our company, and the quality services that we can offer. There’s no need for us to convince you in the benefits of booking hotels through our website as they are quite obvious:
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- We offer among the best hotel rates in the mot popular Turkish cities
- We guarantee the best special deals for Standard and Sea View rooms plus Suites
- We add personal touch and kind response to your inquiries
- We provide local assistance to our customers thanks to our local representatives
- 24/7 customer support is at your disposal whenever you need.
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Do you arrange visas for foreign citizens?
If a guest need to obtain a VISA for visiting Turkey, It is a sole responsibility of the guests visiting Turkey to acquire their personal visas for the period of their stay.
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What is the minimum age to be able to check into a hotel?
All hotels on the Turkeyhotelstours.com website require one of the guests to be at least 18 years old.
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How can I be sure that booking through your website is safe? How does your website protect my credit card and personal information?
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Your credit card information is sent to us through a secure server. The encryption method we use is called "Secure Socket Layer" (SSL) technology, which encrypts all your personal and credit card details before it is transmitted, so that only the authorized recipient can have access to it. Our SSL digital certificate has been issued by Thawte. We also use a firewall which protects our servers and network against unauthorized access.
For higher security purposes we never save your credit card information. Your Credit card information is sent directly to Fortis Bank credit card processing system through a secure server.
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Making a Reservation
How to make a Booking?
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After you submit your hotel search form our homepage, you can browse through the hotels available in the city of your choice and select the most suitable one for you. If you like you can click on the < i > INFO button to view more detailed information on the selected hotel and a < ? > Price Breakdown by days for the period of your stay or you can directly proceed to filling out the reservation form by clicking the < √ > BOOK (Now) button.
At the ‘Reservation Details’ page you can include/exclude airport transfer option. When you require an airport transfer or in the cases when it’s being included in the price as a complementary service free of charge you should specify your flight details such as flight ¹, arrival/departure hours, etc. If you haven’t registered to our website yet, you will need also to fill out the ‘Customer Details’ contact form, so that we can reach you and confirm your booking. If you already have membership please login to skip this step.
After completing these steps you’ll be redirected to a page where you can modify Passenger Name(s) and enter Credit Card information to secure your booking. Click ‘continue’ to proceed to ‘My booking’ control panel. After the completion of hotel booking, you are going to receive an e-mail with booking confirmation.
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How many days before my arrival should I make a booking?
You can make a booking today for tomorrow, as long as there is availability at the hotel chosen by you. However reservations made for such a short period have no cancellation deadline and attract cancellation charges immediately in case of cancellation. For more information please refer to Cancellation and amendment section in this FAQ.
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Can I make my hotel booking by phone?
Turkeyhotelstours.com is a website designed to give customers an easy way to book hotel rooms online. However we understand some guests do prefer a more personal touch. Therefore we give you the opportunity to contact us by filling out our Contact form or simply e-mail us at sales@turkeyhotelstours.com and we will get in touch with you by the phones you have provided. However credit card information transmitted over the phone is not enough to complete a reservation, because we would need an authorization from the credit card owner i.e. his/her signature and as well as copy of the both sides of the credit card. For more information please see the 'Payment options' section in this FAQ.
Call now to contact our local representatives in Turkey and make an inquiry or booking: 00-359-52-696-101, 00-359-52-696-110, 00-90-212-253-06-05. Our reservation team will be pleased to complete your booking over the phone.
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How can I book 3 or more rooms?
If you have 10 or more persons traveling please click on the Group booking button left to your screen and complete the group request form.
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My computer crashed as I was completing the booking form. Did my reservation go through okay?
Please contact us right away. You can attempt to make a duplicate booking and let us know.
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Do I need to re-confirm my booking?
If you have your pre-paid accommodation voucher then there is no need to call us or the hotel to re-confirm your booking. All the confirmation details are shown on your voucher.
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I called the hotel and they told me that they are not holding any space for me. Is it true?
What should I do?
If you call the hotel more than a week prior to your arrival, your name may not be yet listed in the hotel’s rooming lists. Please contact our customer service department and we will call the hotel to make sure everything is in order. If the hotel is still unable to locate your reservation, please provide them with all the confirmation details printed on your voucher.
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Reservation Information
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Which is the most suitable Room Type for me?
When making the reservation please make sure that the room type chosen by you is suitable to accommodate the number of guests going to stay at the hotel. If more persons turn up at the hotel than the room can accommodate then the hotel are within their rights not to accept the booking and in this case no refund will be possible.
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Room Type
Single Room (sleeps 1)
Single plus Child (ages 6-12*)
Twin room (sleeps 2)
Twin plus child (ages 6-12*)
Double room (sleeps 2)
Double plus Child (ages 6-12*)
Triple room (sleeps 3) |
Suitable to accommodate
1 adult
1 adult + 1 child
2 adults
2 adults + 1 child
2 adults
2 adults + 1 child
3 adults |
Bed Type
1 Single bed
1 Single bed + rollaway
2 Single beds
2 Single beds + rollaway
1 Double bed or
2 Single made up as one
2 Single beds + rollaway |
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*Please be informed that the hotel is within their rights to charge for the difference if the child is over the age of 12. For children less than 6 years old, accommodation is usually free, but in some hotels could be charged with 50 % of the adult price or in the case Single plus Child charged as a double room. We will inform you in advance about each hotel’s pricing policy.
We will try to ensure that the hotel provides the room type(s) booked, however there may be occasions when instead of a double room a twin may be allocated.
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How can I request an early check-in or a late check-out?
Early check-in or late check-out from hotels cannot be guaranteed. If you are going to arrive very late or very early at the hotel, please inform us and we shall let the hotel know. We will try to do our best for you.
Late check-outs however are subject to personal arrangement with hotel’s reception. If you would like to extend your stay in the room after the usual check-out time, you will be charged a daily fee payable directly to the hotel.
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Can I book a hotel for someone else even though I will not be traveling?
Yes. In this case we will need an authorisation from the cardholder in terms of a signed authorisation form as well as a copy of a recent credit card statement for the card being used. We need this additional in order to protect the credit card holder against any credit card misuse.
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If I am booking for someone else, whose name should I put as the lead traveler? Mine or the person, who will stay at the hotel?
The names of all persons traveling must be entered and the first name should be followed by the Family name to avoid for any misunderstandings at the check in time.
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Why do you move me from my originally booked hotel had to a different one?
We will move you to alternative hotel only if it’s absolutely necessary. The reason the original hotel not to be able to accommodate you might be renovations taking place at the hotel at the rime of your stay or that the hotel has over booked itself.
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Why my reservation is not valid? Why my reservation has been rejected with a note of duplication?The reason your reservation to be rejected i.e. not considered valid is that there’s duplication of your reservation for the hotel chosen by you, as the names you have provided already exist in the hotel reservation department’s database. If you have made any previous reservation directly with the hotel or through another agency, please cancel this reservation first in order to proceed with your booking with us. In case you wish to book a second room, you should provide different guest names than the one specified in your first reservation.
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Rate Information
Are your rates per room or per person?
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The rates you see on our website are per room per night. Please make sure you select the correct room type(s) for the number of persons traveling.
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Is breakfast included in the room price?
Breakfast is usually included in the room price for most of the hotels. However please check under each hotel price offer what kind of meal supplement does the price include. If you wish to have any other type of meal, then you will need to pay a supplement for this directly to the hotel.
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What is included in the room rates displayed at your website? Are there any extra fees or charges?
For most of he hotels all local taxes, incl. VAT and all service charges are included in the room price. However you can check just to be sure as this information is always displayed for each and every hotel price offer.
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Why is the price different to when I last checked?
Rates are subject to currency fluctuations. Therefore there may be slight variations in the rates on a daily basis.
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What currency will I be charged in?
Rates on our website are displayed and payable in EUR only.
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If I book directly through the hotel will I get the same discounted rates?
No. The rates that you see on our website are only available if you book through Turkeyhotelstours.com.
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Payment Information
What credit cards do you take?
We accept Visa and Master Card. Additional payment options are bank and wire transfers.
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When will my credit card be charged for my booking?
You will be charged in full at the moment you fill in your credit card details and proceed with the booking. Your credit card will be charged by Alice Turizm Ltd., which is the legal owner of Turkeyhotelstours.com web site. Your pre-paid accommodation voucher will be sent straightaway.
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I don't have a credit card. Can I pay cash to the hotel upon my arrival?
No. All reservations made via Turkeyhotelstours.com are PREPAID. We do not accept payment by cash on arrival at the hotel. All bookings through our company require pre-payment by credit card or bank transfer. However if you book short (less than a week) before your arrival date credit card payment is the only suitable option.
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I don't have a credit card. How can I pay for my booking?
In case, you don’t have a Credit card, you may proceed with payment by bank transfer (Turkeyhotelstours.com bank account details need to be requested from our Customer Care Representatives). Before proceeding with the bank transfer, please make sure that your booking is confirmed by our Reservation team.
The bank transfer should be made at least 7 day prior to check-in date. After proceeding with the bank transfer, please contact our Customer Care Representatives again and send a scanned copy of banking invoice, to one of the following Turkeyhotelstours.com fax numbers: 00-359-52-696-110, 00-90-212-253-06-05.
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Why have you not been able to charge my credit card?
The most common reason for the charge not going through is because the bank / company that issued your credit card has blocked the charge for security reasons Please speak to your bank/credit card company and once the block has been released the charge can be put through.
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Voucher information
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How will the hotel know I have already paid for my stay?
It's important that you print the accommodation voucher and present it to the hotel when you check in. If you just take a copy of the e-mail confirmation the hotel will not recognize it.
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What is the Pre-paid accommodation voucher?
This is the confirmation of your booking. Please print it out as you will need to present it to the hotel’s reception upon check-in. If you lose or damage the voucher, please visit again the e-mail link and print another copy of the Voucher.
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How can I print the voucher?
It's very easy to print your invoice online at Turkeyhotelstours.com. From the top of the home page please click 'My Bookings' You will be required to enter your e-mail address and password. Click on your booking and you should be able to print the voucher.
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Membership/Account
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How do I become a member?
Once you make your first hotel booking with Turkeyhotelstours.com you will automatically become a member. Alternatively you can become a member by clicking on 'Register Now' button, left to your screen and filling out all the required fields. Once becoming a member you can take advantage of our special price offers, monthly newsletter and other benefits such as price discounts, last minute deals, etc.
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What are the Limited Time Special Offers?
Taking advantage of our Limited Time Special Offers is a great way to save money on nice hotels in some of the most popular Turkish cities. You can save enormously with our specially negotiated hotel deals. These offers are truly great deals and discounted up to 35% lower than regular season rates on selected hotels. We advise you to book your room, before they are all sold out!
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What other special offers do you offer?
If you wish more discount before making a reservation, please check if there’s any information in the section ‘Promotions’ that is situated at the top of the information field of each hotel. Please use the above ‘Send Mail’ button to ask for a special discount!
If you book a certain number of nights at the selected hotel we can provide you a free of charge pick-up or drop-off airport transfer or both. (For more information please see the Tours and Transfers section.)
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I have lost my Membership log-in details, how can I get them back?
Go to the 'My Bookings' section of the Turkeyhotelstours.com website. Click on 'Forgot password'. You will be asked to enter your e-mail address and your password will be sent to you.
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I have a new email address. How do I update my personal details?
Go to the 'My Bookings' section of the Turkeyhotelstours.com website. Login with your previous e-mail and password, after that click on [i] 'User Info' link. In the opened page you can update your contact details.
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Hotel facilities and room informat
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Where can I get the hotels direct phone number?
The hotel address and telephone numbers will be printed on your pre-paid accommodation voucher. We can contact the hotel on your behalf and communicate to them any special wish, requirement or concern you may have.
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How can I get directions to the hotel?
If you book a certain number of nights at the hotel we provide a complementary free of charge transfer from airport to hotel so you don’t have to worry. If you booked less you can still book with us airport transfer at a minor additional charge. (Please check the ‘Tour and Transfers’ section for more information.) In case you decide to arrange your own transport, the hotel’s address and phone numbers will be on the voucher, so you can contact either us or the hotel for assistance.
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What if the facilities advertised by the hotel are not available during my stay?
If there’s any hotel facility or service of high importance to you please make an inquiry about it either by contacting us or writing it down in the ‘Reservation Remarks’ section. We shall contact the hotel and make sure this facility/service will be available during the time of your stay.
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I am not happy with the hotel I have booked. What should I do? Who must I complain to?
Any complaint relating to your hotel stay must be brought to the attention of the hotel management so that they can be given the opportunity to help you at the time. If a solution cannot be found please immediately contact us. We will try our best to assist. However, if you want to change to a different hotel please be aware that any change made at the last minute or while you are staying at the hotel will incur charges from the original hotel.
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Tours and Transfers
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What kind of tours can I book at your website?
Booking of tours is possible on request. You can choose from daily and half-day trips, as well as sightseeing and city tours in several cities in Turkey. After you book a tour of your choice you shall receive a guaranteed pre-booked voucher by e-mail with all the booking details and contact information for the local tour provider. The voucher acts as your ticket.
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How can I arrange an airport transfer?
Transfers are available in every city. You can pre-book your transfer from our website at a minor additional charge. However if you book a certain minimum number of nights at the selected hotel we will provide a complementary free of charge transfer from airport to hotel (pick-up) or from hotel to airport (drop-off) or both depending on the number of nights booked. The minimum required number of nights is specified under each hotel price offer.
For example:
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Stay 3 nights get one way transfer, Stay 5 nights get two ways transfer
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Stay 4 nights get one way transfer, Stay 7 nights get two ways transfer
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Stay 5 nights get one way transfer, Stay 9 nights get two ways transfer
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How can I change the date of the tour, number of travellers, name of travellers etc?
It may be possible to amend your booking, however this depends upon the type of amendment required and is at the discretion of the travel service provider.
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Cancellation, Amendment and Refund
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How can I amend or cancel my hotel booking?
All cancellations and amendments must be made online through the 'My Bookings' section of our web site. By using 'My Bookings'control panel and by click on the 'BOOKING ID' you can view your reservation status, modify your reservation details such as arrival date, guest names, number of rooms, number of nights, room types etc. as well as cancel your reservation or print your hotel voucher(s). We will not accept any changes nor cancellations made directly with the hotel.
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What is your cancellation policy?
Most hotels usually have different cancellation policies. The usual cancellation deadline is 3 days prior to your arrival date at the hotel. If there are exceptions you will be notified accordingly and in time by e-mail at the time we confirm your booking. Please note that without receiving a confirmation from us, you cannot consider your booking cancelled.
Cancellations made within 3 days prior to your arrival date, if not otherwise specified in booking confirmation e-mail, are subject to a 1 (one) night cancellation fee for each room cancelled. However, some hotels do apply cancellation charge at the cost of the whole stay in case of no-show or cancellation especially when booking is made for a period when a trade fair, exhibition or special event is taking place at the destination where hotel was booked. You will be informed accordingly and in time about any special cancellation terms during booking process before proceeding to your payment.
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I have cancelled my booking through Turkeyhotelstours.com website. How will I be refunded?
Any refund due will be credited directly to the credit/debit card that was used to pay for the booking. The refund normally takes 10 days to appear on your credit card statement depending on the banking system.
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What is your amendment policy? Will I be charged if I make any amendment to my booking?
You can amend (make changes) to your reservation till 1 (one) day prior to your arrival date in the hotel. However some hotels may have different amendment policies, therefore you will be advised when receiving a confirmation e-mail, whether it is possible or not to make those changes and whether or not the changes made by you attract some amendment charges. Please note that without receiving a confirmation from us, you cannot consider your booking amended.
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