Frequently Asked Questions
Our Customer Care professionals are here to help you with all your questions and concerns. Please check the following answers to the frequently asked questions. If you need further information you can contact us from Contact Form section.
What are your booking terms and conditions?
Please ensure that you are up to date with our booking terms and conditions http://www.HotelsClubAntalya.com/contents/3/terms_and_conditions CUSTOMER CARE

Rate displays on our website can be viewed in a number of different currencies. You will see the actual currency and amount that will be charged on the Booking page. The default currency for charges will be €, $, £ or TL depending on the currency that you have viewed and the office that the charge has been processed through.

HotelsClubAntalya.com can not be held responsible for currency exchange rates or bank surcharges whatever the circumstances.
Are your rates per room or per person?
The rates you see on the HotelsClubAntalya.com website are per room per night. Please make sure you select the correct room type(s) for the number of persons travelling. It is the responsibility of the person making the booking to ensure that the room type booked will be suitable for the party travelling.
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 HotelsClubAntalya.com.
What is the pre paid accommodation voucher?
This is the confirmation of your booking and proof of pre payment. Please print this out as you will need to present it to the hotel upon check-in. Should you lose or damage the voucher, please print another copy by logging into the ‘My Account’ page of the website.
What does Half Board or All inclusive mean?
Hotels are generally sold as; Room only which means there is no meal plan, the rates are for the room rate only.

Bed and Breakfast – Breakfast which may be continental, buffet or cooked
Half Board – Breakfast and evening meal/ dinner
Full Board – Breakfast, lunch and evening meal
All Inclusive – Breakfast, lunch and dinner, snacks at certain times during the day, unlimited local soft and alcoholic drinks during certain periods of the day

The hotel I am interested in booking is 'On Request'. What does this mean?

There are no rooms available to us with instant confirmation and we have to request additional rooms. It is important to note that if you choose an ‘On Request’ hotel that confirmation cannot be guaranteed.

Depending on the destination, it may take up to 72 hours excluding weekends to get a response and while we will undertake to process your request within 72 hours, occasionally we are unable to do this. The reason for a delay can be due to a public holiday or time zone differences
Should your request for accommodation be urgent you are advised to book a hotel with Instant Confirmation?
During the 72 hour period you can check on the status of your booking request by logging into the 'My Account’ page.
In order to proceed with your 'On Request' booking, we need you to submit the booking form with your credit card details. Please be advised that your credit card will be captured with the amount for the booking. If the hotel cannot be confirmed, the amount captured will be released.
How do I reserve my hotel room?
The reservation process we have established is very simple. After you have selected the destination, dates you would like to stay and number of guests in room(s), you will need to click the "Search" button in order to see which hotels are available on your dates and their rates. You may either click the "Select" button to view the hotel details and booking terms. After selecting your desired hotel you will be taken to a "Secure Reservation Request" form. There you will need to review the "Reservation Information" and fill in the form with your traveler information. In the form, you can also provide your credit card details in order to speed up the confirmation process or choose to call or fax in the information. This is all you have to do to complete your reservation request and our travel professionals will respond in 24-72 hours for the finalization of your booking.
When will my credit card be charged for the booking?
You will be charged in full at the time you make the booking. Your pre paid accommodation voucher will be sent straightaway.
I don't have a credit card; can I pay cash to the hotel upon my arrival?
No, we do not accept payment by cash on arrival at the hotel. All bookings through our company require pre-payment by credit card only.
What is your cancellation policy?
The cancellation policy that we have in place for every hotel is different and is clearly shown on the hotel information page, on the booking form and also on your pre paid accommodation voucher. During special event periods the hotel may pass on a different cancellation policy of which you will be informed as soon as we are notified.
Why is the price different to when I last checked?
The prices you see on the website are subject to currency fluctuations. There may be slight variations in the rates on a daily basis that will reflect any movement in the currency exchange rates. Once a booking has been booked and confirmed at the rates you have accepted, there is no refund for the price difference because rates can be updated daily.
What room type should I book?
It is the responsibility of the person making the booking to ensure that the room type booked will be suitable for the party travelling. 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 made.

SINGLE ROOM This room type will contain one bed for 1 person only.
TWIN ROOM This room type is suitable for two adults and will contain two beds.
DOUBLE ROOM This room type is suitable for two adults in a room with one bed or sometimes two beds made up as one.
TRIPLE ROOM This room type will contain either 1 large bed plus rollaway type bed or 2 Single
USA hotels generally offer a Double room with 2 large beds for 3 persons.
TWIN PLUS CHILD /DOUBLE PLUS CHILD: This room type is for 2 adults and 1 child between the ages of 2-12. Please be informed that the hotel is within their rights to charge for the difference if the child is over the age of 12.

We try to ensure that the hotel provides the room type (s) booked, however there may be occasions when instead of a double-bedded room a twin may be allocated or vice versa. It is always guaranteed that the room provided by the hotel will accommodate the number of guests booked.
Are hotel taxes included in my booking ?
Yes, all hotel taxes are included.
Can I make my hotel booking over the phone?
While the HotelsClubAntalya.com website was designed to give customers an easy way to shop and reserve hotel rooms online, we understand some customers prefer a more personal touch. Our call centre team will be pleased to help with your booking over the phone
Why didn't I get confirmation of my booking by e.mail?
The email might have been recognized as Spam by your e.mail provider and sent to your junk box, so please check your junk mail box.
If our e.mail has been sent to your Junk or Bulk mail folder, you can prevent this from happening again by opening our e.mail and clicking on the 'not spam' or 'this is not spam' button. It is the responsibility of the person making the booking to ensure that the e.mail address has been entered correctly. As all e.mail correspondence can be checked from the website by logging into 'My Account' page of the website. Please log in and check before contacting us.
How does your website protect my credit card and personal information?
The security of the credit cardholder and their date is of the up most importance to us
We have achieved and comply with the PCI DSS standards as set out by Visa and MasterCard

HotelsClubAntalya.com guarantees that all sensitive information – e.g. your name, address, and credit card number – will be protected with the best security practices available when exchanged over the internet. The Secure Socket Layer (SSL) technology we use ensures the privacy and security of all transactions. SSL technology encrypts data before it is transmitted, so that only the authorized recipient can have access to it. HotelsClubAntalya.com is a trusted VeriSign secure site. We use VeriSign digital certificates with all transactions. You may verify our status with VeriSign independently by visiting the VeriSign website. What is the hotel's check in and check out time? Check in and check out times do vary from hotel to hotel. Generally check in is defined as 14:00 . For more specific information, we suggest you contact the hotel directly.
 
 
   
 
 
 
   
 
   
 
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