Frequently Asked Questions

• Hotel Reservations
• Payment
• Room Types
• Pricing
• Credit Cards
• Property Policies
• Extra Facilities
• Review
• Cancellations

• Hotel Reservations

• Can I check in early?

  Please call the hotel to confirm. In most cases, we are able to accommodate your request.

• Why is the hotel not bookable although the calendar is not crossed?

  On some days, especially on fair dates or other high frequented dates (Christmas, etc.), it may happen that the hotel has to be booked with a minimum length of stay. Some special rates and packages also requires a minimum stay. In these cases, please change the arrival or departure date or contact the hotel directly.

• Where can I see the booking conditions?

  The booking conditions will be shown in the booking process under every rates. You will also find them on your booking confirmation.

• Why did I not receive a booking confirmation?

  In very rare cases, it may happen that you do not receive a booking confirmation due to technical issues, although you preceded the booking until the end and the amount has been reserved on your credit card. In this case, please contact the hotel, which can re-send your confirmation.

• Can I cancel only certain parts of my reservation (for example one of the two booked rooms)?

  If you wish to cancel a part of your reservation, please contact the hotel directly.

• What are promotion codes and how to use them?

  A promotion code is a special key that allows guests to access confidential rates. To use it, simply go to “Book” section in Alila website and input the promotion code directly under the “Corporate/Promotion Code” box.

• Can I book a company negotiated rate on the website?

  Yes. A “Corporate/Promotional” code field is located in most search modules throughout the site. Entering your company’s code will allow you to check availability for your corporate rate. If you need access to your company’s code, you may contact us via email. Proof of eligibility is required.

• Can I book a group rate on the website?

  Yes. A special group code is required and must be entered in the Group Code field found within the “Book” button. Your group coordinator or organizer must have established this code with the hotel in advance. Please ask them for the special code or contact us via email.

• Am I eligible for a special rate in your hotel?

  Yes. We do have an array of special rates available under certain conditions and affiliations (staff, industry, government, airlines, etc). Please contact directly each hotel for more information.

• Payment

• Can I make a reservation for myself using someone else’s credit card?

  Yes you can, but only if you have the cardholder’s permission. In this case, when making your reservation please note the cardholder’s name and confirm that you have permission to use their card in the “Special Requests” box, and be aware that the hotel may also require authorization from the cardholder. In the case of no-shows/late cancellations, any penalties will be charged to the card provided.

• Can I make a reservation without a credit card?

  A valid credit card is required to guarantee your reservations until your arrival date. Your credit card will not be charged until you arrive at the hotel unless the hotel requires prepayment or a deposit prior. Prepayment, deposit and cancellation requirements will be displayed during the online confirmation process.

• Room Types

• We have children; can we get extra beds/cribs in the room?

  “Information regarding children and extra beds/cribs can be found under “”Hotel Policies.”” Please take note of the following: Any additional fees for children are not included in the reservation price. During the online booking process, please make your request for any extra bed/crib in the “”Special Requests”” box provided. If you’ve already booked your stay, just click the link provided in your email confirmation or at My Booking.com to request an extra bed. We recommend calling the hotel prior to your arrival to guarantee your request. You can find the hotel’s contact information in your confirmation email. You can always contact us to confirm availability before you book.”

• I'm looking for accommodations suitable for a family. How do I search for them?

  “There are 2 ways you can search for family accommodations: When entering your destination in the search box, you can select the number of rooms you’d like, along with the number of adults and/or children that will need to be accommodated. The results shown will be limited to those that match your specific requirements. After you select your destination and the dates of your stay, a list of available properties is displayed. Look for the list of filters on this page, and here you can choose family rooms or family-themed properties.”

• Pricing

• What does the price include?

  All the facilities listed under room or rate type are included in the price. You can see if breakfast or anything else, such as taxes, are included by clicking on “More Information” or “Read More” under your selected rate or room.

• Are the prices shown on your website per person or per room?

  Our prices are the total amount you will pay per room, per night and considering the total amount of people staying. The initial price displayed is the average rate for the total of your stay. To find out more about pricing please click on “Price Breakdown” under the rate you want to book.

• What is the Best Rates Guarantee?

  When booking direct at AlilaHotels.com, we guarantee that you enjoy the best room rates available rates for all Alila properties. In case you will find a cheaper price after your booking, you will receive a cheaper rate less 20% discount. For additional information, please visit our Best Rate Guarantee page.

• How to claim Best Rate Guarantee?

  For a claim to be validated under this Best Rate Guarantee program, it must meet the terms and conditions outlined below, and be submitted in accordance to the claim process. For more information and to claim, please visit our Best Rate Guarantee page.

• Credit Cards

• I am entering my credit card details. When will I be charged?

  The payment process for your stay varies based on the individual hotel and the rate you chosen. For non-refundable and pre-paid rates, your credit card will be charged within 2 days after the reservation is confirmed. For refundable rates, your credit card will only be charged upon check in.

• Why do I need to give my credit card details?

  A valid credit card is required to guarantee your reservations until your arrival date. Your credit card will not be charged until you arrive at the hotel unless the hotel requires prepayment or a deposit prior. Your credit card will only be charged if you have requested a prepaid room or if the cancellation policy, has not been followed.

• Are my credit card details safe?

  “Alilahotels.com uses a secure connection for your booking: Your personal data and credit card details are encrypted. Our secure server uses “”Secure Socket Layer”” (SSL) technology, the online industry’s standard. Our SSL certificate has been issued by Thawte.”

• Property Policies

• I will not be going anymore. Can my friend use the booking?

  Should you need to change the name of the reservation you must contact the hotel as soon as possible. If you do not contact us to change the guest name the hotel reserves the right to refuse check in.

• I will be arriving earlier/later than the stated check-in time. Can I still check-in?

  “Usually this is not a problem; you can arrange for an after-hours check-in with most hotels. However, you should always confirm with the hotel. You can use the “”Special Requests”” box in the booking process to inform them of your estimated arrival time in writing. Once you’ve received your confirmation you can follow up with the hotel directly using the contact information provided. You can specify your estimated check-in time while making the reservation. You can manage your booking online to request check-in outside of the standard hours. You can contact the property directly using the contact details in your booking confirmation. It’s important to remember that the property can’t always accommodate these requests. They’ll be happy to let you into your room early if possible, but there might not be anyone there in person to welcome you if you arrive late at night at a remote apartment. It’s always best to check with the property directly and in advance to avoid confusion.”

• How can I find a hotel's check-in/check-out times?

  Check-in/check-out times differ for each hotel. You can find a specific hotel’s check-in/check-out times in your confirmation email.

• How do I get more information about the room or hotel facilities?

  You can go to each property page and go to rooms/villas section on the page and click on the appointed room. For complete hotel facilites you can go to design & facilities.

• I want to check out after the stated check-out time. What should I do?

  A late check-out can only be arranged with the hotel and usually depends on availability at the time of your stay. You can ask about the possibility at the front desk upon arrival.

• How do I find out if a hotel allows pets?

  Pet policies are always displayed on the hotel’s page under “Hotel Policies.”

• Extra Facilities

• How do I search for places with specific facilities, such as a swimming pool?

  You can go to each of property page, all the facilities are mentioned on the design & facilities page.

• Does this property provide access for people with disabilities?

  Yes, you can. When you enter a location and start your search you will see a list of properties. Look for the list of filters on this page, and you can choose to limit your results by ‘facilities for disabled’ guests to find properties that can meet your needs. You can always contact us to confirm availability before booking.

• How can I find out if the hotel offers a shuttle service and how can I book it?

  Some rate usually includes shuttle service. Furthermore, once you have made your reservation you can arrange the airport shuttle directly with the hotel. The hotel’s contact information is listed in your booking confirmation. Please remember to have your flight details ready.

• Can I store my bags at the hotel before check-in or after check-out?

  You can see if a hotel offers luggage storage under “Hotel Facilities” on the hotel’s page. If you need more information about the hotel’s luggage storage facilities, please contact the hotel directly using the contact details provided in your booking confirmation.

• Review

• How can I write a review?

  We invite you (by email) to write a review after you have booked through us and stayed at the hotel.

• Where can I see the review after it is published?

  You can find your review on our review partner sites, e.g. TripAdvisor, Booking.com and ETC.

• Cancellations

• Can I cancel or change my reservation through Alilahotels.com?

  Yes, it’s easy. You can cancel or change your booking by by clicking on the Modify/Cancel Reservation button. Please remember to check the rate’s cancellation policy before making any changes to your booking. Non-refundable rates and other special deals can have a different cancellation policy. Prepayment, deposit and cancellation requirements will be displayed during the online confirmation process.