FAQ

FREQUENTLY ASKED QUESTIONS

• How to search and book my hotel?

  You have 3 possibilities:

  • On line

    Searching and booking your hotel on our site is simple, fast and secure. Using our search engine located on the homepage, indicate your town of destination, your date of arrival and your departure date. Then, click on "Search". Now choose your hotel from the displayed list. If you wish to modify your research, for example: to change your destination, use the engine at the left of the page. To discover the detailed characteristics of a hotel, click on "Details". When you have made your choice, click on "Book". All that is left now is to check the details of your reservation and indicate your personal information. Of course, your information is protected by our security system. We then send you an email which summarizes all of the information concerning your reservation. This email is your voucher. If you wish to be assisted in these steps, our Customer service is at your disposal.

  • By email

    You can send an email to the following address: reservations@prestigia.com Our sale advisers will answer you in the following half hour either by email or by telephone.

  • By phone

    You can contact our advisers directly by phone. We dedicate a team of travel consultants to inform you and help you book your hotel so that only few minutes are necessary to reserve your hotel by phone. Our advisers are at your disposal 7 days a week, from 9 am to 8 pm GMT at the following numbers:

    • United Kingdom : +44 (0) 203 051 6662
    • France : +33 (0) 1 79 97 26 03
    • Spain: +34 911 878 182
    • The United States : +1 201 830 1902
    • Morocco : +212 5 20 42 11 11

• How may I know the location of my hotel, the services offered, the nearest tourist attractions, etc.?

  To help you make your choice, each establishment is presented in detail: photos, descriptions, geographical location, surrounding services, conveniences, activities, rates, etc... The hotels provide us information on the services, equipment and infrastructures they offer. At Prestigia we always try to keep this information up to date with our affiliated hotels, which are selected according to a chart of very rigorous quality. It is however important to note that these services and equipment may change without notice of the hotel to us. To guarantee you a pleasant stay, we advise you to contact us if you want to confirm certain details which are important to you before booking.

• Is the price indicated by room or per person?

  All the prices indicated on our site are indicated by room and per night, except if mentioned otherwise.

• What do these formulas mean: B&B, Half-board, Full board and All inclusive?

  The term "B&B" means that breakfast is included in the rates. The term "Half-board" means that breakfast and dinner or lunch are included in the rates proposed. The "Complete pension" includes in the rates, breakfast, lunch and dinner as well. "All inclusive" means that, generally, all meals, snacks, soft drinks are included in the rates. For further information, we invite you to look at the description of the product.

• How much is the occupancy tax and is it included in the room rate?

  For certain hotels the occupancy tax is included in the rate. If this is not the case, the amount of the tax is indicated in the heading "rates" located at the bottom of the hotel page. The amount of the occupancy tax varies according to the category of the hotel (from 1 to 3 Euros, per person and night) and will have to be paid at the hotel.

• Which expenses aren't included in the reservations of hotel?

  The reservations proposed by the hotel are all tax inclusive. However, they do not include the following expenses: Personal, Mini bar, Telephone. In general, all the expenses other than those related to the room are not included. Those are then calculated by the hotel at the time of your departure.

• What is an individual room, twin, double or suite?

  An individual room is a room for only one person. A twin room is a double room with two single beds. A double room is a room for two people with a large bed for two. A suite is a large room, with a king size bed and a large living room.

• Why do I find some hotels "On request"?

  "On request" indicates that the hotel does not have rooms prereserved to answer your request, and that we must check directly with the hotel if your request can be satisfied. If you want to book in a hotel "On request", you must contact us and we will contact the hotel. You will receive an answer by phone or via email within the hour.

• Can I reserve a hotel at the last minute?

  Our services are able to book for you a hotel room for the same day! Concerning your last minute reservations, we invite you to contact our advisers by phone 7 days a week, from 9 am to 8 p.m GMT.

• Does it happen that you do not answer my call?

  In exceptional circumstance, if you call within 9 am to 8 pm, it happens that our advisers are not available. In this case, we invite you to leave us a message and we will return your call within five to ten minutes. If you call us after the office hours, leave us a message and we will call you back first thing in the morning.

• Will I need my credit card to reserve?

  Your credit card is necessary to guarantee your reservation and pay the deposit. Our reservation system has been designed to let you communicate your payment information to us in a secure manner. We use the latest technologies to protect your security. The credit cards accepted are:

  • Visa
  • Eurocard
  • MasterCard

• Is the online payment secure?

  Yes, our site is absolutely safe and secure! You can safely communicate all information related to your credit card. Actually, your bank details are encrypted and secure using SSL protocol (Secure Socket Layer), the most secure and widespread solution in the world. This system of security is characterized by a closed padlock icon shown at the bottom of your browser when you fill in the payment form.

• How long does it take to process my e-mail reservation request?

  Our customer service is open 7 days a week, from 9 am to 8 pm GMT. Our advisers will do their best to quickly answer your request (in general, within the half hour).

• How will I be notified that my reservation is confirmed?

  After having filled in the payment form you will receive an email which summarizes all the information concerning your reservation. This email is your booking confirmation.

• I did not receive my purchase email confirmation. What should I do?

  If the email address indicated at the time of your reservation is correct, your travel confirmation will be sent to you instantaneously after making the online payment. If you notice that the email address indicated on our site is incorrect, send us the correct one by email or contact us by phone and we will send you back your travel confirmation.

• What documents should I present at the hotel reception?

  When arriving at the hotel, you will have to present your "confirmation of reservation" at the reception desk. You will also be asked for an I.D and the payment of the balance due mentioned on your voucher. You might be asked by the hotel to pay this balance in the local currency. On your confirmation of reservation, you will find the balance due written in the local currency and in the currency you chose to use to view the hotel rates. If you pay in local currency, the amount written on your voucher is the exact one. If you choose to pay in another currency, the amount in the foreign currency written on your voucher is calculated according to Prestigia's rates and can be changed according to the exchange rate the hotel applies.

• How can I modify my reservation (dates, number of people...)?

  To modify your reservation, contact our advisers by phone or e-mail at the following address: reservations@prestigia.com

• Is it possible to cancel my reservation?

  If you cancel your reservation, you may be charged cancellation fees. The amount of the cancellation fee that will be charged depends on the hotel's cancellation policy, which can be seen under the Cancellation Conditions heading for your hotel. To cancel your reservation, we invite you to contact our advisers by phone or email at the following address: reservations@prestigia.com

• What do you do with my personal data that you collect?

  Information that you communicate to us is for our exclusive use. It will be used to send you an email, 48h after your stay to answer a satisfaction questionnaire as well as to send you our newsletter.

• How can I make comments or suggestions concerning your Website, your services and the hotel where I remained?

  Your opinion is important to us! For all your suggestions and comments concerning our website write us at: info@prestigia.com . For your comments concerning the hotel where you stayed, an email will be sent to you 48h after your departure to answer a satisfaction questionnaire.

• Other questions?

  If you still do not find the answer to your question, our advisers are at your disposal 7/7, from 9 am to 8 pm GMT. Please do not hesitate to call.