FAQ

General

Why book with Englandhotelstours.com?Englandhotelstours.com is a comprehensive website for incoming travel in Turkey, rendering an online reservation service of hotel accommodation, private and group guided tours, daily excursions, transportation, car rental service and other unique travel products. With more than ten years of experience in welcoming and serving clients from all over the world we are able to offer some of the most competitive rates on the market and a most personalized service. We measure success through the satisfaction level of our clients. Therefore today Englandhotelstours.com stands for reliable and quality service that is hard to match anywhere else. Our local know-how and representation, experienced staff and long-term partners have made it possible to award our customers with special discounts and smooth delivery of service.

Hotels

What is the minimum age to check-in into a hotel?It is necessary one of the guests to be at least 18 years old.

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.

 

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
1 Double + rollaway bed or2 Single beds + rollaway

 

*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 of the 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.

Where can I find the hotel’s cancellation policy?Each hotel has its own cancellation policy. Depending on the number of rooms booked and the period of stay hotels may impose different cancellation policies .Prior to confirming your booking you will be duly informed by email of the cancellation policy that applies to your specific reservation. You will be supplied with a cancellation deadline before which, you can cancel your booking free of charge without any penalties. The penalties normally equal 1 night stay at the hotel. Sometimes stricter cancellation conditions apply such as non- refundable policy.

How can I get the 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 stay less you can still book with us an airport transfer at a discount rate. (Please check the “Airport Transfers” tab 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.

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. 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.

I am not happy with the hotel. Whom should 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.

Searching Hotels

How can I check the rate for a certain hotel?After you find the hotel you are looking for, please click on hotel’s name to access the hotel’s information page. When the page has been displayed choose your ‘check-in’ and ‘check-out’ dates from the box below the hotel’s description and click “Search Now” button to display the rates for the period of your stay.

How do I search for a hotel with certain amenities?Before submitting your search you can use the “Advanced Search options” located below the search box. The filters located in this field will allow you to narrow the search results solely to hotels that dispose of specific facilities such as swimming pool, garage or conference centre.

How can I filter the search results by hotel name, star category, price, etc.?After search results are displayed you can use the column to your left narrow down the displayed results though a number of smart filters such as star category, name, price range, type of accommodation, special deals and hotel amenities. Each time you set a preference the hotel results will be updated automatically according to the filters selected. You can also order the search results to be displayed in a specific sequence by using the ‘Sort by’ function located on the top left of the search results. The results can be ordered alphabetically ascending or descending also in respect of price, popularity and star rating.

Tours

How can I sign up for a tour?Englandhotelstours.com has a special section dedicated to private and group guided tours. You can choose from a variety of ready-made itineraries or even create your own. Please browse through the endless possibilities of travel and exploration, click the BOOK ENQUIRY FORM tab above any tour description and you will access the booking form where you can fill out and submit your request. Our trips are easily customizable according to your preferences and needs so please do not hesitate to state them in the Remarks field.

What kind of tours can I book at your website?Englandhotelstours.com offers a great selection of group and private guided tours, covering visit to numerous points of interests such natural and cultural sites, inland and seaside attractions and featuring an emphasis on sport activities and historical events. Each one of our tours is unique and reveals exceptional landscapes and special insight on the spiritual and cultural life of Turkey. Custom tour itineraries are also available on request. You can choose from daily and half-day trips, as well as sightseeing and city tours in several cities in Turkey such as Ephesus, Izmir, Cappadocia, Antakya, Pamukkale, Kusadasi, Troy, Gallipoli, Pergamon, Canakkale, Konya, Hierapolis, Bodrum, Antalya, Istanbul, Ankara, Sivas, Gaziantep, Diyarbakir, Trabzon and others.

Can I create my own tour itinerary?Although we have carefully selected and designed for you some of the most memorable ready-made tour itineraries that reveal the utmost of the beauty and splendor of our natural and cultural heritages, we always take into consideration and are ready to assist our clients with any custom made routes that will allow you to visit and see the places of special interest to you. Please use the INQUIRY FORM to submit your special request and we will do our best to assist you.

What is the level of comfort of your tours?Turkey is one of the countries with the best developed infrastructure in the world with spacious highways and smooth motorways allowing an enjoyable ride. All coaches are commodious, air-conditioned and offer the utmost level of comfort. Our clients enjoy a pampering service throughout the way and an overnight stay at the en-route stops is secured at 3 to 4 star hotels. As a professional travel organizer we seek to provide a quality product to our customers therefore we always strive to upgrade our service whenever possible in order to raise the bar of your statisfaction.

Is it safe to travel in the inlands of Turkey?Anatolia, also referred to as the heart of Turkey, is one of the safest, most friendly and hospitable areas where traditions live alongside liberal and modern communities. In fact, compared to many other counties in Europe and the Middle East, Turkey is one of the most peaceful nations with a well-known respect for its law authorities and implementation of order. You can be more than 100 % confident that the places included in our tour program are safe and enjoyable to travel.

Transfers

How can I request an airport transfer?Some bookings will provide the opportunity to book extra services alongside your hotel room such as airport transfer, daily excursions and tours. Whenever available you will have the option to include them or exclude them from your itinerary. For an airport pick up service you should specify your flight details such as flight №, arrival/departure hours, etc. Another option is to place your order for a transportation service as a separate request through the INQUIRY FORM located at the Contact us page of our website.

What other types of transfers do you provide?Englandhotelstours.com serves one-way and two-way airport and city transfers, city guided tours, group and private transportation from and to almost every major city, airport or travel destination in Turkey, with a pick up and drop off locations according to customer’s preferences.

Am I going to share the vehicle with other passengers?All transfers provided by Englandhotelstours.com are private which means that the vehicle is reserved exclusively for your party. You will not share the vehicle with other passengers. We operate a direct door-to-door service and any stops along the route are made only if requested by the client.

How can I find my driver and the car?Our driver will be waiting for you at the airport or at the designated pick-up point. He will be holding a board with your name and surname so that you can easily recognize him. If you cannot locate the driver please reach us on the emergency number provided on your service voucher or wait at the airport’s information desk.

How can I prove that I have paid for the transfer service?The transportation voucher that you will receive from Englandhotelstours.com will state whether or not the service is prepaid or is to be paid on spot prior to service delivery. Please present a copy of your prepaid voucher to our staff once you meet him at the specified pick-up point.

How can I arrange the pick-up time for my return transfer?Please contact us through the numbers specified on your voucher at least one day before the date of your departure in order to confirm the pick-up time for your return transfer. A written confirmation of your pick-up time will be delivered to you by e-mail.

Car Rental

How can I book a car rental service?Englandhotelstours.com has a special section dedicated to car rental bookings. Please click on the CAR RENTAL tab to access detail information on available vehicles, possible pick-up and drop-off locations as well as a price list for each car category. In order to precede with an order please click on the “Book Now” button to access the Car Rental Booking form.

In which locations in Turkey do you provide a rent a car service?Rent-a-car service is available in almost every major city, port and airport in Turkey. Possible pick-up and drop-off locations include Antalya, Dalaman, Bodrum, Marmaris, Fethiye, Izmir, Istanbul, Ankara, Gocek, Kayseri, Cappadocia, Adana, Gaziantep, Denizli, Van, Diyarbakir, Trabzon and Urgup.

What do the car rental rates quoted on your website include?The rates for car rental service displayed on our website include unlimited mileage, applicable government tax and car insurance covering: CDW (collision damage waiver), TP (theft protection) and third party insurance.

Are there any age requirements for renting any type of vehicle?For Economy and Family Cars the age requirement is 22 provided that the driver has a minimum one year of valid driving license. In order to rent a Premium Car the driver should be 25 years of age whereas two years of valid driving license are required. Luxury Cars & Minivans are rendered to clients who are at least 27 years old and posses three years of valid driving license.

Do you collect any caution fee before car delivery?Provided that drop-off point is located in another city and the rental service is rendered for less than 3 weeks, a caution of minimum 150 euro is collected up to the remoteness of the drop-off location.

Making Bookings

How to make a Booking?After you submit your hotel search, you can browse through all hotels and rooms and select the most suitable one for you. In order to view more detailed information about a selected hotel click on the hotel’s name or on the Motel Hotel Info link. In order to access and view the best available rate, click on the BOOK button. You will be redirected to the reservation page where the final reservation cost will be detailed. All you need to do is fill out your contact information and supply your reservation details. Once you are ready with your order click on the SUBMIT button to send your reservation request. Very soon you will receive an email confirming availability and price or advising alternative options. Detailed instructions on how to secure the booking will be supplied as well. Please note that you cannot consider your booking confirmed unless you have received a written confirmation from Englandhotelstours.com.

 

Together with the confirmation email you will provided with a link to securely log on to your account on our website where you can safely submit your Credit Card information to finalize your booking. Upon completion of your booking, a hotel or service voucher will be issued on passenger’s name and delivered in your mailbox.

How can I check the status of my booking?You can check the status of your existing bookings at any time by accessing “My Account” on Englandhotelstours.com website. To log in to ‘My Account’ please provide the email address and password you used when you made your booking.

Why I sill haven’t received an email confirmation?If you haven’t received any email from us after submitting your booking online, then you must probably have mistyped and sent a wrong email address. It is always wise to double check if all contact details that you deliver with the reservation details are correct. Your mailbox may be full and that is another possible reason for not getting any email from us. You may also look into your Spam (Junk Email) folder. It is very likely the email to be there. Please note that If you don’t receive a confirmation email from us you cannot consider your reservation confirmed. Please get in touch with our customer service department so that we can check the status of your booking.

How can I book 10 or more rooms?If you require a reservation for 10 rooms or more please go to Contact us page and click on the Groups button to your right in order to access the group request form. Please fill out the form and submit your group request. Our group department will contact you to further assist you with your booking.

How many days before my arrival should I make a booking?You can make a booking today for tomorrow, as long as the hotel or service chosen by you is available. Last minute reservations normally require prepayment, because they are in cancellation deadline and attract cancellation charges immediately in case of cancellation. Booking your hotel accommodation or travel service in advance has also its own advantages. Early bookings or advance purchases are often supplied at dramatically reduced rates and come up with some extras and special discounts.

Can I book a hotel or travel service for someone else?Yes, you can always book a hotel room or service for somebody else as long as you specify the names of the person traveling. Although you may pay for the booking and will be a reservation holder, the hotel rooms or the specified services will be booked under the name of the person travelling. The first name should be followed by the Family name in order to avoid any misunderstandings at the time of check in or service delivery.

Can I reserve a service or book hotel room by phone?Englandhotelstours.com is a website that provides an easy way to book hotel rooms and travel services online. We understand that some clients do prefer to have a personal contact when placing an order. Therefore we give you the opportunity to contact us by filling out our Contact form and we will get in touch with you by the phones you have provided. Our reservation team will be pleased to complete your booking over the phone.

My computer crashed. Did my reservation go through successfully?Once you complete the booking form and click the submit button you will receive an email confirming that your reservation request has been successfully received. If you do not receive such an email then please contact us to verify if we got your booking either via the contact form available on our website or call our support line.

Do I need to re-confirm my booking with the hotel?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.

Why the hotel I booked cannot find my booking?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.

What is a Pre-paid accommodation/service voucher?The pre-paid accommodation voucher is a document that you will receive from us either in a .doc or .pdf format clearly describing the services purchased, the duration of this service, the name of the agency through which the booking has been facilitated and the name of the reservation holder. You need to print out the voucher as you will need to present it to the hotel’s reception upon check-in or to the service provider. If you lose or damage the voucher, you can always print another copy of it.

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.

Pricing and Rates

Are your rates per room or per person?The rates that you see on our website are per room per night. Each room is suitable to accommodate a certain number of guests. Please always make sure you have selected a room type appropriate to sleep the number of persons traveling.

Is breakfast included in the room rate?Breakfast is not always included in the room rate. Please check the “Meal Type” under each hotel price offer to check the kind of meal supplement included in the rate. If the meal type is specified as “Room Only” it means that the rate includes no meal supplement. If you wish to have any other type of meal, then you will need to pay a supplement for this directly to the hotel.

Are all taxes and fees included in the room rate?For most of the hotels all local taxes, incl. VAT and service charges are included in the room price. However you can always check exactly what does the price cover with our sales assistant just to be sure. This information will be supplied to you at the moment of quotation enclosed in the availability confirmation email.

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 Englandhotelstours.com

Why the newly quoted rate is higher than the price uploaded on your website?Hotels occasionally do reserve the right to change their pricing policy in respect of upcoming events or in times of limited occupancy. Some hotels also do tend to apply different rates to different passport holders. This is done in order to stimulate incoming travel from certain countries and should not be regarded as discrimination towards other nationalities that cannot benefit from the reduced rates. If there is any change in the rates you will be informed about them prior to confirming your booking.

Why the rates on your website have changed since yesterday?Rates are subject to currency fluctuations. Therefore there may be slight variations in the rates on a daily basis.

Credit Cards & Payments

What type of credit cards do you accept?We mainly accept VISA and MasterCard credit and debit cards for payments and/or guarantee.

Is your website credit card secure?Englandhotelstours.com is protected with the highest SSL encryption that ensures the safety of any sensitive information submitted though its pages. When supplying your credit card details to us in order to guarantee or confirm a booking by payment, you can be completely sure that your details are well protected. The web servers from where we operate our website are firewalled and feature an enhanced security. For higher security purposes we never store your credit card information on our servers. Our SSL digital certificate has been issued by Thawte. For more information on website’s security please read our privacy statement.

Why do you ask for my credit card details?Since you have committed to purchase a service and agreed to be bound to the reservation terms and conditions we as a service provider require your credit card information solely as a guarantee. This is necessary in case you fail to arrive at hotel or request a late cancellation and is a standard booking procedure all over the world. Some reservations require prepayment and we deem credit cards as a most safe prepayment method.

Can I make a booking even if I don’t have a credit card?Englandhotelstours.com endeavours to provide flexible payment conditions to its customers therefore we also accept MasterCard and VISA debit cards and bank transfer as payment options. Bank transfers should be submitted at least 7 day prior to check-in or service delivery date. Payment in cash upon arrival is also possible for some destinations however in most of the cases prepayment or credit card guarantee will be necessary for confirming and validating the reservation.

I don’t have a credit card. Can I pay by bank transfer?In case, you don’t have a Credit card, you may proceed with payment by bank transfer (Englandhotelstours.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 Englandhotelstours.com fax number: 00 90 212 253 06 05.

Are you going to charge my card and when?Englandhotelstours.com will never charge your credit card or debit card unless you have explicitly authorized us to do so. When you supply your card as a guarantee it will be charged only in case of a no show or late cancellation which have incurred penalty charges. Some special deals and promotional rates are available only if fully prepaid by a credit card and normally the charge is performed at the moment of booking confirmation. If this is the occasion you will be notified prior to the charge. Please note that most of our special offers require an advance payment.

Can I provide my credit card details over the phone?Please note that credit card information transmitted over the phone is not enough to complete a reservation, because we would need a written authorization from the credit card owner. Normally a signature and a copy of the both sides of the credit card are required to guarantee a booking. A suitable and safe way to submit your credit card information is by fax to 0090 212 253 0537.

What currency my card will be charged in?Although we may display the rates on our website in various currencies in order to give you an idea about the booking amount in your local currency we accept payments only in USD, EUR, GBP and YTL. These are also the default currencies for credit card and debit card charges, bank transfers and cash payments.

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.

Cancel, Amend & Refund

How can I amend or cancel my booking?You can request a cancellation or amendment of your reservation by logging in to “My account” or using the INQUIRY FORM available on our website. Another option is emailing your request to our customer support team. It is essential to remember that any changes or cancellations communicated directly with the hotel or the service provider will not be regarded as valid. Please note that you cannot consider your reservation amended or cancelled unless you have received a written amendment or cancellation confirmation from Englandhotelstours.com.

What is your cancellation policy?Each hotel and travel service provider has its own cancellation policy. Prior to confirming your booking you will be duly informed by email of the cancellation policy that applies to your specific reservation. You will be supplied with a cancellation deadline before which, you can cancel your booking free of charge without any penalties. The penalties that will apply in case of no-show or late cancellation will also be advised to your prior to confirming your reservation. Some bookings involve stricter conditions such as non- refundable policy.

If I cancel the booking now when will I be refunded?Any full or partial refund that has been approved by the hotel or the service provider will be credited directly to the credit/debit card used for paying the booking. The refund normally takes 10 business days to appear on your bank statement depending on the banking system.

What is your amendment policy?Reservation amendments are subject to availability and normally free of charge provided that you submit your amendment request before the cancellation deadline. However some hotels and service providers may have different amendment policy. For instance a hotel may charge for a minimum stay and will not refund the difference if you reduce the number of nights. Before confirming your reservation you will be notified of any specific amendment policy that applies to your reservation and also advised, whether or not the requested changes will attract any fees or penalty charges.

Membership/Account

How do I become a member?After you make your first booking with Englandhotelstours.com you will automatically become a member. Alternatively you can create an account from the link ‘My Account’ located on the very top of each page. 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.

I have forgotten my login/my password. How can I get them back?Click on the “My Account” link located on the top of the Englandhotelstours.com website. Choose ‘Retrieve my password’ from the option menu below the login box and click proceed. You will be asked to enter your e-mail address and your password will be re-sent to you. If you can’t remember the email you used to register with us please contact us for help. You can also search your mailbox for the Turkeyhoteltours.com registration email or the confirmation of your booking. Your login and password should be detailed there.

I have a new email address. How can I update my personal details?Go to “My Account” section of the Englandhotelstours.com website. Login with your previous e-mail and password, then choose ‘Member details’ from the control panel to update your contact details.

Miscellaneous

Do you arrange visas for foreign citizens?It is a sole responsibility of the guests visiting Turkey to acquire their personal visas for the period of their stay.