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FAQs (Frequently Asked Questions)
If you are unable to find what you are looking for please call  0870 2250783
Q.What is the best way of viewing this website?
Q.What is the connection between HPS & PASSPORT2HOTELS.COM?
A. Established in 1971 HPS is the abbreviation for Hotel Promotions Services Ltd. The Company Registration number is 1003735 in England and is the parent company of PASSPORT2HOTELS.COM. PASSPORT2ITALY.COM is our specialist product.
Q.What does the company actually do?
A.PASSPORT2HOTELS.COM is a secure site where you can make bookings at discounted rates at over 45,000 hotels worldwide. We have many special agreements with hotels, with hotel groups & consortia as well as many major international hotel wholesalers.
Q.What does SPECIAL RESERVE mean?
A.This denotes our highly recommended hotels because we have a direct relationship with the managers or owner. Should you require a particular room type, want to find a specialised hotel or just need us to call the hotel, then we can help.
Q.What does SELECT AND BOOK mean?
A.This means that the room is available without having to be requested.
Q.What does SELECT AND REQUEST mean?
A.This means that the room has to be requested. Please allow 48 hours for confirmation.
Q.What is the fax number?
A.020 8446 0196 (from abroad +44 20 8446 0196)
Q.Where is the head office?
A.North Finchley in London (UK). Woodside Park is our closest tube station (wheelchair access). http://www.tfl.gov.uk/tube/downloads/pdf/maps/northern.pdf
Q.What is the freephone number for Travel Counsellors to call us on?
A. 0800 10 76 747 (Mon-Fri 9am-6pm)
Q.Can I visit the head office?
A.Visitors are welcome. Telephone for an appointment & book "face to face" with a real person. We are a real business, not just an e-business or a faceless DOT COM without even a phone number.
Q.What does Complete Cost mean?
A.This means the price quoted is per room for the entire stay including local taxes & in most cases breakfast.
Q.What do the codes G1, G2, T1, T2, H1 & J1 mean?
A. These are the supplier codes that you can quote over the phone so that we know which hotel you require.
Q.When I tried to book I got an error message.
A. Refresh the page & try again. Should the problem persist, please call us 0870 2250783.
Q.Why can passport2hotels get rooms in hotels when I cannot?
A.In many hotels we hold allotments of rooms which are saved for our clients. If our hotels are full we obtain rooms from other sources that are not available to the public.
Q.How do I pay for my booking?
A.If you have a UK bank account we accept debit cards. We also accept Master & Visa (please follow the online instructions) for which there is a 3% charge. We accept cash or personal cheques from customers who visit our offices.
Q.How safe are my Credit/Debit Card details?
A.Completely safe thanks to secure technology. When you provide us with card information the technology used is SSL (Secure Sockets Layer) which is encryption technology that is recognised worldwide, so you can feel safe entering your details on our website.
Q.I called the hotel but they had no record of my reservation!
A. Rooms are booked out of guaranteed allocations & guest names are sent through often within 48 hours of arrival. So, please do not worry because once you have booked your room is guaranteed.
Q.Should I reconfirm my booking with the hotel directly?
A. This is not necessary because we automatically reconfirm your reservation. You might totally confuse the receptionist and end up making a duplicate booking, which you would be liable for.
Q.How do I know if the reservation is confirmed?
A. Once payment has been cleared a confirmation number will appear on your screen & you will be notified by email. On request we can send dosucments by regular mail.
Q.How do I amend or cancel my reservation?
A. All amendments & cancellations must be made in writing to us, not directly with the hotel.
Q.Can I make a last-minute reservation?
A.Yes, but we recommend early bookings as last-minute bookings will cost more. The early bird catches the cheap worm. Prices only come down "last-minute" if the hotel has many cancellations or the destination is not highly sought after. Top destinations like Barcelona, Amsterdam, Venice, Rome, Paris, New York or London must be BOOKED EARLY.
Q.Can I book flights, airport transfers, car hire or travel insurance through this website?
A.Yes. Click TRAVEL ETC and you will be directed to our specialist partners for car hire, airport parking, airport & resort transfers, cheap flights & travel insurance. Research has shown that customers feel uneasy with the shopping basket syndrom. By selecting our expert sources you will save valuable time, avoid headaches & get the best possible prices.
Q.In which countries do you book hotels?
A.Pretty much everywhere. We are constantly adding new properties & are happy to follow-up your suggestions.
Q.Do you inspect hotels?
A.With over 45,000 hotels it is impossible to view them all. We know many of the hotels that have the SPECIAL RESERVE symbol. For your peace of mind, hotels that belong to a chain or are supplied by hotel wholesalers have their own quality control.
Q.In which currency do I pay?
A.Over the phone UK £ Sterling. If you book via the website you can select to pay in UK £ Sterling, US$, Australian$ or €uro. In this case the UK £ Sterling value will also appear on your statement. The relevant processing fee will be flagged up.
Q.Who do I pay?
A.You pay us and we provide you with full online documents. You only pay the hotel directly on departure for extras such as bar bills, hall porter charges, telephone, minibar, laundry & local excursions.
Q.Are there any hidden charges?
A.No, because the hotelier pays our fees.
Q.Can I hold an option?
A.Yes, but you have to telephone us with credit card details.
Q.Do you accept bookings from Travel Agents?
A.Yes. Travel Agencies have been our No.1 source of business for over 30 years & we are delighted to accept business from them & pay agency commission.
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