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Help - FAQs

Welcome to the FAQ page. Click on any of the questions below to be taken to the answer.


Quality of service

Payment for bookings


Choosing a hotel

Special Requirements


Still not found what you are looking for? If not please email us using our contact form.


What is is a London hotels booking agency. We offer over 900 hotels in the London area, including all 4 London airports. Availability, rates and secure booking confirmations are accessed via booking engine. is a subsidiary of Expedia. The reservation service is open to anybody and is FREE to use - we charge NO FEES to our customers.


Prices and availability are supplied by, a subsidiary of Expedia. If you find a lower publicly available rate online for the same dates, hotel, and room category, we will match the price and refund you the difference.

Quality of service

What standard of service can I expect from booking online with strives to provide excellent customer service combined with a seamlessly efficient online booking engine. When booking through, the booking process is fast, straightforward and secure. Furthermore, the customer relationship doesn't end the moment you make a booking; there are knowledgeable client advisors on hand to answer your call with any questions regarding a stay in London during our office opening hours. Outside opening hours you can email us using our contact form and we will get back to you on the next working day.

For reservations assistance please call 0203 027 4701

Payment for bookings

Do I pay any money to

NO, is a NO FEE service. In the majority of cases your payment is taken at the time of booking by IAN.COM LP, a subsidiary of Expedia. In a few cases, your credit card is simply taken as a guarantee and full payment is made at the property on your departure following your stay. Properties where this method of guarantee and payment applies are indicated as such on the booking form.

Can I make a hotel booking without a credit card?

No this is not possible. All the properties featured on require credit card details to reserve/pay for a room.

Can I pay for the room with cash instead of with a credit card?

A credit card is always required to make a booking, whether to guarantee, pay or part pay for your stay. This is detailed on the property's web page under "Terms and Conditions". Where credit card details are taken only as a guarantee, it is often possible to make payment by cash upon arrival, however you may also be asked for a deposit as a guarantee against any incidental expenses.

What credit cards are accepted?

All major credit cards and debit cards are accepted. You will see on the booking form a list of credit/debit cards that are accepted.


What is VAT?

Value Added Tax (VAT) is a tax imposed by British tax law that is added to most goods and services. The rates displayed on include VAT, meaning that the room rate you see on the website is the total price for the room - no other taxes or service charges will be added to your bill unless for a specific service as listed in the booking form.

Is the rate per person or per room?

All the rates shown on our website are per room including VAT (tax).

Are there any other charges such as additional taxes?

All the rates that you see on include taxes and any service charges. There are no hidden charges. The rate you pay is confirmed in full on the booking form, inclusive of taxes.

Is breakfast included in the rate?

Many of the rates found on include breakfast (either Full English breakfast of Continental). If an individual price is inclusive of breakfast it will say so within the rate description, and be confirmed on the booking form.

Our children will be with us... do they stay for free?

The hotels featured on have a variety of rates and deals for family groups. In some cases children are accommodate for no extra charge, but the age requirement differs depending on the specific hotel's policy; please check the individual hotels search results based upon your group size and age of children/room requirements.

Choosing a hotel

How do I choose a hotel?

The easiest way to choose a hotel that suits your needs is to use our 'Search' function. You just need to enter your arrival date, number of nights, the number of rooms you require and the number of people per room. Our search system will check all the hotels and present you with a list of all those that are available. Try and narrow the number of results based upon a specific area of London.

Are rollaway beds/cots available?

For an additional charge, some hotels are able to offer a baby cot or rollaway bed, however restrictions on which room types can accommodate these may apply. Please check the terms and conditions for individual hotels.

Do hotels have minimum age requirements?

Please be aware that some hotels may have minimum age restrictions or requirements when reserving a room. For example, some hotels with casinos may require you to be 21 years of age to check in to a room. Please check individual hotel terms and conditions on the specific hotel page.

Special requirements

Can I specify room location or any other requests?

Most hotels offer a range of room options including different bed sizes, and in some cases, unique views. These are listed under the rates available at the hotel. If there is a very specific requirement you will need to contact the hotel direct.

Can I check in earlier than the check-in time?

This depends on the availability at your hotel. If the room you have been allocated is occupied the night prior to your arrival, then it is not possible for you to check in early. This is because check-out time for the guests before you is normally 11:00 am, and then the housekeepers need ample time to clean your room. If the room you have been booked into is not occupied the night before your stay, then it is possible to check in early. It is advisable to request an early check-in when booking, and then contact your hotel the night before your stay to see if your request can be accommodated.

Can I check out later than the check-out time?

This is not normally possible, due to the hotel needing to have the room cleaned and ready for the next guests checking in. Some hotels may allow a later check-out subject to availability and an additional charge, please contact us for further information and availability.

Can I leave my bags at the hotel?

Most hotels have a concierge desk where you can leave your bags before checking in. Where there is no 24 hour concierge or reception, it will not be possible to drop off your luggage prior to check in.

Cancelling An Existing Booking

Should you wish to cancel your reservation you can do so online. Please read the cancellation policy of the property your reservation is for to clarify whether a cancellation charge will apply. The cancellation policy is shown within your confirmation and is displayed towards the bottom of each property web page under the heading 'Terms and Conditions'. You may also cancel you reservation by phone. Please call 0203 027 4701.

What will happen if I do not cancel my reservation and do not arrive at the hotel?

If you do not cancel and do not arrive at the hotel the hotel may charge your credit card with a cancellation fee, as detailed in their cancellation policy.