FAQ

1. Cancellations 

Can I cancel my booking?
Yes, that's possible. Only it could be that you have to pay cancellation costs, depending on at which price you booked your room. That is determined by the accommodation and is stated in the cancellation conditions in your booking confirmation.
Are there any costs associated with canceling a hotel reservation?
If you have made a booking with free cancellation, you will not pay a cancellation fee. If it is no longer possible to cancel for free or if your booking is non-refundable, cancellation costs may apply. You pay any costs to the accommodation.
Can I cancel my hotel reservation or change the dates of the reservation if I have made a non-refundable reservation?
Canceling a non-refundable booking normally costs money. However, you can request a free cancellation when managing your booking. Hereby a request is sent to the accommodation, which can then decide to cancel your cancellation costs. It is not possible to change dates for a non-refundable booking. It is possible to re-book for your desired dates if your cancellation request is successful.
How do I know if my booking has been canceled?
After you cancel a booking with us, you will receive a cancellation confirmation by e-mail. So carefully check your inbox with the span / unwanted e-mail. If you have not received an email within 24 hours, please contact the property to confirm that your cancellation has arrived.
Where can I find the cancellation conditions of the accommodation?
These can be found on the hotel page on our website and can be read in your booking confirmation.

2. Payment 

Can I pay with a deposit or prepayment?
Some accommodations require a prepayment or deposit before you stay. This prepayment can be a maximum of the total costs of the booking. You pay the rest of the amount at the accommodation.
Who charges my credit card and when?
Normally the property is responsible for charging your credit card. If the payment via Relax. , this is clearly indicated in your booking confirmation. If there are no prepayment conditions, it is also possible that the accommodation will make a test payment with your card before your stay. This is a temporary payment made to validate your card and guarantee your booking. This test payment will, unlike a real payment, be canceled again.
Which payment methods are accepted?
Credit cards are the main payment method for accommodations at Relax. Most accommodations use credit cards to check and approve your reservation. In some cases, alternative payment methods such as PayPal etc. are also accepted. There are exceptions in which it is also possible to book with a debit card. The accepted payment methods for your accommodation are stated in your booking reservation. You can also call the property to know what they accept.
I'm charged. Do I have to do anything else?
Usually no action is required from you. As stated in the payment conditions of your booking, this is probably just a prepayment of (a part of) the total amount. If there are no payment conditions, the accommodation can make a test payment with your card. This is a temporary payment made to guarantee your booking and will be canceled again. If you think that a payment was unexpected, please contact us. We can contact the accommodation for you after you have given us proof of payment.
Can I pay with a different credit card at the accommodation than the one I used to book?
Probably. Accommodations usually accept payment for the stay with a different credit card or cash. If you want to know for sure if you can pay with a different credit card, please contact the property.
Where can I find the payment conditions for my booking?
You will find the payment conditions in your booking confirmation with the prices. Here you also see a price overview and the accepted payment methods.
Why do I have to share my credit card details?
Accommodations request this to guarantee your booking and the card is often used to pay when you book. If you do not have to make an advance payment, they can freeze an amount on your card to ensure that you have a sufficient balance. This test payment is canceled again.

3. Reservation data 

Can I change my booking, for example to adjust the data?
You can. You can change your booking from your confirmation email or via Relax. Depending on the conditions of the accommodation you can do the following: - Change the check-in / check-out times
- Change the data
- Cancel the booking
- Update the credit card details
- Adjust the guest data
- Change a bed type
- Change the room type
- Add a room
- Add a meal
- To file a request
- Contact the accommodation
Where can I find more information about the room and accommodation facilities?
The room and accommodation facilities are in your booking confirmation.
I arrive outside check-in times, can I still check in?
That depends on the accommodation. They will do their best to meet your wishes, but cannot guarantee this request. You can do the following two things: - Request early check-in / late check-out
- Contact the accommodation
I cannot find my confirmation email, what now?
Enter your e-mail address below and we will send you confirmation again. To be sure, also check the junk e-mail folder.
How can I get an invoice?
The accommodation can provide you with an invoice for your stay, please contact them directly.
Do I pay the full price for my child (ren)?
You pay the price stated on your booking confirmation. If you are still making a reservation and you have entered the correct guest details, the website will show the price that applies to your travel group.
Can I get extra (children's) beds for my children?
This depends on the conditions of the accommodation. Additional costs for children, including extra (children's) beds, are not included in the booking costs. Please contact the property directly for this information.
What is the difference between a Double Room and a Twin Room?
A twin room has a double bed and a twin room has 2 single beds. A double room with 1 or 2 beds can be a double room, or a room with 2 separate beds. The accommodation will do its best to meet your needs.

4. Communication 

How can I email Relax.international?
We can be reached by email on hello@relax.international for all questions and remarks

5. Room information 

We have children with us. Is it possible to place extra beds in the room?
Information regarding children and extra (children's) beds is stated in the hotel conditions on the hotel page on the Relax website. Please note the following:
  • Extra surcharges for children, if applicable, are not included in the reservation price.
  • During the online booking process you can state your request for an extra (child) bed in the Special Requests box
  • If you have already reserved a room, simply click on the link in your email confirmation to request an extra bed
  • We advise you to contact the hotel by telephone to confirm your request. The contact details of the hotel are stated in your e-mail confirmation.
  • You can always contact us to check availability before you make a reservation.
What is meant by rooms with "1 or 2 beds" behind?
A double room has a double bed and a twin room has 2 single beds. If there is "1 or 2 beds" in the description of the room, this means that both room types are available. You can indicate your preference in the "Requests to the hotel" field when booking.
What does "refund not possible" or "free cancellation" mean?
Each room has different conditions. These conditions are determined by the hotel itself.
  • If a refund is not possible, this means that you will be charged if you decide to change or cancel your reservation. These costs are stated in the room conditions and in your booking confirmation.
  • Free cancellation means that you can change or cancel your reservation without additional costs, provided that this is done within the period provided by the hotel. The period is stated in the room conditions and in your booking confirmation (for example, "Cancellation possible up to X days before arrival or" Cancel for dd / mm / yy ")
Can I always request an extra bed in a double room for a third person and are there extra costs involved?
Information about extra beds is stated under "Hotel conditions" as stated on the hotel page on Relax. Please note the following:
  • Surcharges, if applicable, are not included in the reservation price
  • During the online booking process you can state your request for an extra (child) bed in the special requests field

6. Prices 

What is included in the price?
All facilities listed under a room type are included in the room rate. Click on the room name to view these facilities. To see if breakfast and other things, such as taxes, are included in the room rate, you have to move the cursor over the question mark next to the text in the "Conditions" column. This information is also stated in your confirmation email, and you can also find it in your account. You must log in for this. If you do not have an account, you can create one here.
Are the prices on Relax. per person or per room?
The prices shown apply to the room for the total duration of the stay that you have provided for the number of people you have specified (if the group does not fit on a room, several rooms will be advised).
Are taxes included in the room rate?
This depends on the hotel and the selected room type, but you can see what is included in the price in the text below the room name. Taxes vary from country to country, so it is always useful to check this. For more information about what is included in the price, you can move your cursor over the i-icon in the "Conditions" column. This information is also displayed in your confirmation email.
Is breakfast included in the room rate?
This depends on the hotel and the selected room type. You can see if it is included by clicking on the text just to the room name. If it is not included, you can move your cursor over the text in the "Conditions" section to see if it is available and (if applicable) what the costs are. This information is also in your confirmation email.
Does Relax. give discounts with hotel customer cards?
Relax. gives the best available rates for your chosen stay period. It is therefore not possible to get other discounts on the prices shown.
Do I have to pay the full rate for my child (ren)?
Information regarding children can be found under "Hotel Terms". Please bear in mind the following:
  • Extra costs for children, if applicable, are not included in the price.
  • During the online booking process you can state your request for an extra (child) bed in the Special Requests box
  • If you have already reserved a room, simply click on the link in your e-mail confirmation to request an extra bed.

7. Creditcards 

Can I make a reservation without a credit card?
You will need a valid credit card at most hotels to guarantee your reservation. However, we also have a small but growing number of hotels that guarantee your reservation without a credit card. You can also make a reservation with someone else's credit card, if that person has given you permission. In that case, please state the name of the cardholder in the “Special Requests” field and that you have permission to use the credit card.
The accommodation has been charged on my credit card. What should I do?
The costs you see can be one of the following:
Can I use a bank card to make a reservation?
Hotels will generally not accept a bank card to guarantee the reservation. However, there are exceptions. You can see if this is possible during the reservation process.
What is pre-authorization?
Once you have made a reservation, the hotel may contact the company that issued your credit card (or debit card) to confirm that your card is valid and has not been reported lost or stolen. At that time, the hotel can also check if there is enough money available on the card to cover the costs of the transaction. We call this a pre-authorization of the full amount of your reservation.
What is the difference between a pre-authorization and a tax on my credit card?
Pre-authorizations often occur, but are often mistaken for a real tax. Purchases made in stores immediately tax your bill and are deducted from your available balance. Pre-authorizations are temporary blocks. The duration of the block varies, and your credit card company can further inform you how they handle this.
How do I know if my card is pre-authorized?
Your available balance will be temporarily reduced by the full amount of your reservation. You can also see "pending transaction" on your credit card statement. If you are unsure whether your credit card is pre-authorized, both the hotel and your credit card company can provide more information about this.
How long does the pre-authorization affect my available balance?
The company that issued your credit card can give you more information about this, as well as the terms and conditions that are part of the pre-authorization procedure. These conditions differ per company, therefore it is better to contact us directly for the details.
Is the amount blocked on my card always the same as the amount of my reservation?
In most cases, the hotel will pre-authorize the full amount of your reservation. Sometimes the amount that you see on your overview is slightly higher than the amount that you have reserved through Relax. If this happens, the hotel can tell you more about this.
Does a pre-authorization take place with all reservations made through Relax?
The hotel reserves the right to pre-authorize your card, but this does not mean that it happens with every reservation. No worries, if your card is. Pre-authorized, the hotel as your credit card company can help you. They may also help you to cancel your card earlier.
Can I make a reservation for myself with someone else's credit card?
Yes you can. You must have permission from the cardholder for this. You must state this in the "Special Requests" field when making the reservation. The hotel may request authorization from the cardholder.
Why do I have to provide my credit card details?
In most cases Relax asks. to confirm your credit card details to confirm your reservation at the hotel for you. Your credit card can be checked (pre-authorization) to ensure that it is valid and / or there is enough spending space. After this check, the temporarily reserved amount will be released again. In some cases, your credit card details are used to process the payment for the reservation at the time of booking. Money will only be debited from your credit card if you have requested a room that requires prepayment, or if you have not met the cancellation policy. You can find these conditions under "hotel conditions" and under the conditions of the relevant room.
Which credit cards can I use to complete the reservation?
When booking via Relax. accept all hotels:
  • MasterCard
  • Visa
Is my credit card information secure?
Relax. uses a very secure connection for your reservation.
The credit card I used to make a reservation is no longer valid. What should I do?
Please contact the hotel directly. The contact details of the hotel can be found in the confirmation email and online at Relax. Due to security risks you should never send your credit card details by e-mail.

8. Accommodation conditions 

I will arrive later / earlier than the stated check-in time. Can I still check in?
You can request early / late check-in in the following ways:
  • You can state your expected check-in time when making the reservation
  • You can manage your booking online to request a check-in time outside the standard times.
  • You can contact the property directly by using the contact details on your booking confirmation.
  • Please note that the property cannot always comply with this request. If there is availability, they are more than happy to show you your room earlier, but there may be no one there to welcome you when you arrive late at night in a remote apartment. In that case, it is best to contact the property directly to avoid disappointment.
What are the check-in and check-out times of a hotel?
The check-in and check-out times vary from hotel to hotel. You can find them under the heading “hotel conditions” at the bottom of the hotel page and they will also be mentioned in your confirmation email.
How can I get more information about the room or hotel facilities?
The room facilities are clearly stated under each room type. To view the complete overview and the photos, click on the desired room type. All hotel facilities can be found under the overview of room types under the heading "Hotel Facilities".
I want to check out later than the stated check out time. What should I do?
Late check-out can only be arranged with the hotel and it is usually subject to availability of the rooms. You can inquire at the reception about the possibilities.
I would like to reserve a smoking room, but can only choose a non-smoking room. How can I reserve a smoking room?
If no smoking rooms are listed, this means that the hotel does not offer smoking rooms.
How do I know if pets are allowed in a hotel?
The hotel policy regarding pets can be found on the hotel page under the "hotel conditions" heading.

9. Extra facilities 

How can I find out if the hotel has parking facilities and how can I reserve a place?
Parking facilities and parking costs, if available, will be listed under the heading "hotel facilities" - "parking". If it is stated that you need to book in advance, you must contact the hotel yourself. The required contact details are stated in the confirmation email.
How can I find out if a hotel offers a shuttle service, and how can I reserve it?
If a shuttle service is offered, you can find it under the heading "Hotel Facilities" - "Services". Once you have made your reservation, you can contact the hotel directly to arrange the airport shuttle service. The required contact details can be found in the confirmation email. Have your flight details handy when you contact the hotel.
Can the hotel store my luggage before checking in or after checking out?
If the hotel has a luggage storage facility, you can find it on the hotel page under the heading "hotel facilities". If you would like more information about hotel facilities regarding luggage storage, you can contact the hotel directly using the contact details provided after completing the reservation process.
How do I know if a hotel offers a certain facility, such as a lift?
All hotel facilities, activities and services are listed on the hotel page under the heading "hotel facilities".
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