<< Back


Frequently Asked Questions (FAQ) – Book a hotel in Slovenia

Here are some of Frequently Asked Questions about the service »Book a hotel in Slovenia«, that refer to reservation systems Hotel.si.

For some of the hotels the service of online booking on Hotel.si is provided through an external supplier and no part of the service comes under Hotel.si’s own reservation systems. If this is a case, it is clearly stated by the reservation instructions - before the online reservation is completed and confirmed by you. For any questions regarding cancellation, payment and other questions or issues about this service, please contact the supplier directly or follow the supplier's instructions.

English
Important links:
Deutsch
Wichtige Internetverbindungen:
Italiano
Link importanti:

Please click on the appropriate topic to view relevant questions and answers.

Questions about:


BEFORE MAKING A RESERVATION

How do I select a hotel?

On the starting page of hotel.si, you can select a hotel using a quick search box on the left or advanced search (click the 'Search by map' button).

In the search box on the left, you can either pick your preferred dates of your stay and/or determine the number of persons; otherwise the arrival date shall be set for 2 days and the departure day for 3 days ahead. The default number of adults shall be 1 and of children shall be 0. It is possible to select the preferences about region, city and category of accommodation, and then simply click ‘Search’ button. You can also find a hotel by entering the name or (first) three letters of the specific hotel you are looking for. Hotel.si allows you to search hotels in alphabetical order as well, which saves your time.

In Search by map, you can search for a hotel by selecting your preferred hotel or room features. If you are looking for hotels within a specific location, you can choose to search for an accommodation by location using the map of Slovenia on the right to the search menu.

What is meant by »Confirmation upon Inquiry«?
For some hotels, availability for your preferred period of stay must be checked. Upon your inquiry, such hotels shall be notified about your request / inquiry by e-mail. Your reservation will then be confirmed as soon as the hotel responds to your inquiry. This usually takes less than 24 hours.
What does »Instant Confirmation« mean?

Instant confirmation means that the indicated rooms are available for booking at the very moment of your search. With 'instant confirmation hotels', your reservation shall be confirmed immediately once you have completed the reservation process: the confirmation letter will be printed out on your screen as soon as you complete your reservation successfully. You will also receive the confirmation letter by e-mail.


Back to top


SEARCHING

How do I make a quick search?

For a quick search, you only select the preferred region and/or city in the search menu on the left, refine the arrival and departure data, and click ‘Search’ button.

How do I search for available hotels for the period I want to stay?

On the starting page, in the search menu on the left containing the arrival and departure data, please refine the dates of your stay and click ‘Search’ button. Should you have preferences about hotel location and/or hotel category, please refine the dates of your stay, select the preferred data in the search menu on the left containing location (region or city) and/or category and click 'Search' button. Should you have additional preferences about accommodation type, please click 'Advanced search' button, tick off the preferred hotel and/or room features and then click 'Search' button.

How do I search for available hotels by city?

On the starting page, in the search menu on the left containing the location data you only select the preferred city, refine arrival and departure data and click 'Search' button. Hotel.si also allows you to search the cities in alphabetical order, which saves your time in searching the preferred city.

It is also possible to search a city by selecting a region in the search menu on the left containing the location data and search for cities within the region. Alternatively you can click the advanced button Search by map, where you simply click on a certain region on the map of Slovenia and then search for a certain city within this region in the search menu on the left.

How do I search for available hotels by region?

On the starting page, in the search menu on the left containing the location data, please select the preferred region, refine the dates of your stay and click ‘Search’ button.

Another way is to search within Search by map. After having refined the dates of your stay in the search menu on the left, just click on the preferred region on the map of Slovenia. Then click 'Search' button.

How do I search for available hotels by hotel category?

On the starting page, in the search menu on the left containing the arrival and departure data, please refine the dates of your stay. Then tick off the preferred hotel categories below containing hotel category data and click ‘Search’ button.

How do I search for special offers?

You can find special offers at discounted prices in the section Special offer, below the search menu on the starting page (select Home in the menu above). When searching for package and late deals, just pick out an offer by clicking on 'Book'.

Where can I find the contact details of the hotel?

The address and directions to the hotel are provided on hotel.si pages. In case of instant confirmations, the hotel contact details are written in the confirmation letter, which will be printed out on your screen as soon as you make the reservation. Then you will be also able to save or print the confirmation letter and you will receive it by e-mail as well. In case of hotels on request, the contact details will be provided during the inquiry process.


Back to top


PERSONAL DATA

Do I have to register with hotel.si?

No, you do not have to register. However, there are some benefits of registering with hotel.si. For instance, you do not have to repeat your personal data entries every time you want to book a hotel and you, therefore, save time. Also, when visiting again, most hotels will not ask you to pay in advance. As a hotel.si registered user, you will have access to all your past inquiries and, with 'instant confirmation hotels, to all your past confirmation letters.

What does it mean to register with hotel.si?

A hotel.si registered user has its own account, protected by its username and password. You can register with hotel.si free of charge. By providing your basic personal information and selecting your user name and password, you shall create your hotel.si account. You can access to your account simply by logging in with your selected username and password. You can always edit your profile and change your username and password. As a registered user, you will receive the answers to your inquiries also into 'My Inquiries' mailbox, under 'My reservations' menu, and your confirmation letters into 'My Confirmation Letters' mailbox, under 'My reservations' menu as well.

Why do I have to enter my personal data?

Your personal data shall be forwarded to the selected hotel in order to proceed with your inquiry and to realize your reservation. Please note that it is not possible to make a reservation without providing the necessary information. Your personal data shall be used solely for the purpose for which they are given and shall be transferred to the hotel you selected using the highest methods of protection.

How safe is it to fill in my personal data? How secure is the hotel.si website?

Your personal data shall be protected in accordance with the Slovenian law protecting the personal data. Data shall not be revealed to any third or unauthorized persons, they shall be transferred for the purposes of your inquiry or reservation only to the selected hotel using the highest methods of protection.

The hotel.si web page contains so called »Cookies« for the purpose of facilitating undisturbed operation of the booking portal. The operators of the booking portal hotel.si do not collect any personal data on visitors at the hotel.si. For the purposes of statistics, the operator of hotel.si may choose to retain and use web site visitors' data which do not pertain to the personal characteristics of the individual, and in no circumstances does it process the visitors' IP address. The server on which these web pages are located is adequately protected.

With hotel.si registered users, access to their account is protected by its username and password, which is selected by the user. It is recommended to the user to keep its account's username and password confidential and change them from time to time to assure the highest protection of his/her personal data.

I have forgotten my password. What should I do?

Should you forget your password, please go to the login menu and click 'Forgot your password?' button. Enter your user name and the answer to your selected question, and the system shall re-send you your selected password to your e-mail address, as provided in your hotel.si profile.


Back to top


RESERVATION PROCESS

The reservation process is dependant on the hotel you have selected. If you have selected a hotel with 'Instant Confirmation' of your reservation, please find your answer under the question How do I book a hotel room at a hotel with 'Instant Confirmation'? If you have selected a hotel with reservation upon request, please find your answer under the question How do I book a hotel on request?

How do I book a hotel room at a hotel with 'Instant Confirmation'?
  1. Make your search for a hotel using the quick search box on the left or or Search by map (for details concerning the search process see FAQ under the topic Searching).

  2. Select a hotel from the list of available hotels and click on 'Read more' button for a detailed description of the hotel. You can also click on 'Book' or 'Instant Confirmation' button or simply click on the picture of the hotel. Only when on the page of the detailed description of the hotel you can start your reservation process.

  3. On the page of the detailed description of the hotel you can start the reservation process by clicking on the 'Book a room' button. Here you can already select a certain room type from the list of available rooms in the selected period of your stay by clicking on a 'Book this room' button provided in the combo box on the right next to the room description, or select a combination of room types by clicking on a 'Book more rooms at once' button.

    On the page of the detailed description of the hotel, you can also make a further search for the available rooms in the selected hotel by redefining the period of your stay using a quick search menu at the top of the page with the detailed description of the hotel.

  4. In the first step of the reservation process you Select your accommodation: Check the dates of your stay, select room type(s) and enter number of rooms. Click ‘Book selected’ button. Then define the rooming list by providing the number of adults and children and their ages. Click 'Continue' button.

  5. In the second step of the reservation process you Confirm your selection: Check the data of your selection and click ‘Confirm Selection’ to confirm your selection.

  6. In the third step of the reservation process you have to enter your Personal details: Fill in the required fields and continue the reservation process by clicking the 'Continue' button.

  7. In the fourth step of the reservation process: Guarantees, depending on the hotel's policy, you have to either validate your credit card to guarantee your reservation or pay a certain deposit.

    1. In case of payment guarantee select a credit card, enter your credit card details and proceed to credit card validation by clicking ‘Continue’ button (for FAQ concerning payment guarantee see the topic Credit Cards and Payments). As a result of successful credit card validation, a confirmation letter with details of your reservation will appear instantly on your screen.

    2. In case of deposit payment you will have to select a payment service (PayPal, 2CheckOut, etc.) Having selected your payment service and clicked 'Continue' button you will proceed to the deposit payment. Then follow the instructions of the selected payment service (for FAQ concerning deposit payments see the topic Credit Cards and Payments) and, as a result of successful payment of the deposit, a confirmation letter with details of your reservation will appear instantly on your screen.

  8. We advise you to print the Confirmation letter or save it to your disk. Within a couple of minutes, you will also receive the confirmation letter by e-mail you entered in the third step of the reservation process. Registered users will receive their confirmation letters into 'My letters' mailbox, under 'My reservations' menu as well.

How do I book a hotel on request ('Confirmation upon Inquiry')?
  1. Make your search for a hotel using the quick search box on the left or advanced search menu below (for details concerning the search process see FAQ under the topic Searching).

  2. Select a hotel from the list of available hotels and click on 'Read more' button for a detailed description of the hotel. You can also click on 'Book' or 'Confirmation upon Inquiry' button or simply click on the picture of the hotel. Only when on the page of the detailed description of the hotel you can start your inquiry process.

  3. On the page of the detailed description of the hotel you can start your inquiry process. Set the dates of your arrival and departure, select the number of adults and children and click 'Send inquiry' button.

  4. Complete the reservation request form with your contact information and write your message to the selected hotel. The fields marked with * are obligatory to be entered. You can reset the dates of your stay and reselect the number of adults and children. Then click 'Submit' button to send your inquiry to the hotel.

  5. Shortly, you shall receive an automatic notification that your inquiry has been sent to the hotel to the e-mail you provided in the reservation request form. Do not reply to this notification e-mail, as soon as hotel responds to your inquiry (usually within 24 hours) you will be notified by hotel.si. You can check the status of your inquiry by clicking the link 'Check inquiry' and entering the password, both provided in the hotel.si automatic notification e-mail.

  6. The hotel's response to your inquiry and the following correspondence in your inquiry process shall depend on the hotel and its policy and varies from hotel to hotel; however, the communication with the hotel shall always be via a hotel.si secure hotel-guest correspondence chat room.

Your request or comments to the hotel and the hotel's replies shall be always protected with the password generated by hotel.si and you will always be able to check the status of your inquiry.

How do I know that my reservation is confirmed?

When you have completed the four steps of the reservation process, confirmation letter with details of your reservation and hotel’s contact will appear instantly on your screen. We advise you to print it out or save it to your disk. Within a couple of minutes, you will also receive it by e-mail provided during your reservation process. Registered users will receive their confirmation letters into 'My letters' mailbox, under 'My reservations' menu as well.

In case of hotels with ‘confirmation upon inquiry’ you will receive an email with a response from the hotel. You will also receive a confirmation for your reservation from the hotel. Hotel's confirmation method may of course vary from hotel to hotel.

Can I book a hotel room by telephone or e-mail?

Unfortunately, we do not take bookings by telephone or email. But if you need assistance of any sort you can always send an email to info@hotel.si.

I have booked a hotel with 'Instant Confirmation' but I did not print out the confirmation letter. What do I have to do?

When you had completed the reservation process, confirmation letter with details of your reservation appeared on your screen. If you nor printed nor saved it to your disk, do not worry; you should have received it by e-mail as well. If you have not received it by e-mail, please contact us at: info@hotel.si. Registered users should have received their confirmation letters also into 'My letters' mailbox, under 'My reservations' menu.

Will I receive an additional confirmation of my reservation from the hotel?

No, this is not necessary for 'instant confirmation bookings'. Your hotel.si reservation confirmation letter is all you need.

Please note that if you book a hotel with 'confirmation upon inquiry' you shall receive a confirmation of your booking only from the hotel you selected and only when the hotel has responded to your inquiry (for more details on 'confirmation upon inquiry' check FAQ under topic Before Making a Reservation).

I have booked a hotel but I did not receive a confirmation letter by e-mail. What do I have to do?

Please note that you receive a confirmation letter only with 'instant confirmation bookings' (for details concerning 'instant confirmation' see FAQ under topic Before Making a Reservation). The most common reason for not getting a confirmation letter by e-mail is having typed your e-mail address incorrectly. Also, we have noticed that in some cases our e-mail with confirmation letter may end up in your "spam folder". If you did not print out the confirmation letter and did not receive it by e-mail after you had made a booking, please contact us at: info@hotel.si.

Registered users should have received their confirmation letters also into 'My letters' mailbox, under 'My reservations' menu.

My booking attempt failed. What should I do?

If during your reservation process your booking attempt failed because your computer had suddenly stopped responding, or due to an Internet connection failure, or for some other reason, and you have not confirmed your reservation yet, please try again in a few instants, from the beginning of the reservation process.

In the event your booking attempt failed after you had already validated your credit card or paid the necessary deposit and continued to the final step of your reservation process – Confirmation letter – your reservation shall be completed; although you will not be able to see the confirmation letter on your screen. However, you will receive it by e-mail. Registered users will also receive their confirmation letters into 'My letters' mailbox, under 'My reservations' menu.

How many rooms can I book in one reservation?

You can book several rooms in one reservation. You can select a combination of different room types. However, please note that content of the hotel offer depends on the hotel’s policy and availability. Therefore, you will need to check the maximum number of rooms that can be booked in the first step of the reservation process – Select your Accommodation.

In case of hotels with 'confirmation upon inquiry' you can check the maximum number of rooms that can be booked in one reservation with the selected hotel directly during the inquiry process.


Back to top


PRICING

Are the rates on your website per person or per room?

Please note that the content of the hotel offer depends on hotel’s policy only. Therefore, you will need to check the details on rates for each hotel of your interest. For the hotels 'with confirmation upon inquiry' there are not all rates available.

For hotels 'with instant confirmation', you can find info on rates on the site with the list of hotels corresponding to your selection criteria (once you have made your search – for details concerning the search process see FAQ under the topic Searching). You can check the details on the rates on the page of the detailed description of the hotel (once you have Selected a certain hotel from the list of available hotels for the requested dates and clicked ‘Book’ or 'Instant confirmation' button). To check if the rate is per person or per room click on the question mark symbol next to the quoted rate or see the text describing Conditions below the offer (click 'See conditions' button at the top or in the combo box on the right next to the room description).

Do I pay a reservation fee?

No, we will not charge you a reservation fee.

Is breakfast included in the price? What else is included in the price?

You will find information on breakfast and other services included in the price on the page of the detailed description of the hotel (once you have Selected a certain hotel from the list of available hotels for the requested dates and clicked ‘Book’ or 'Instant confirmation' button) by clicking on the question mark symbols next to rate quotation and service description and/or seeing the text describing Conditions below the offer (click 'See conditions' button at the top or in the combo box on the right next to the room description).

In case of hotels with 'confirmation upon inquiry' you will have to check the information on breakfast and other services included in the price with the selected hotel directly during the inquiry process (for more details on 'confirmation upon inquiry' check FAQ under topic Before Making a Reservation).

Are taxes included in the room rates?

You will find information on taxes on the page of the detailed description of the hotel (once you have Selected a certain hotel from the list of available hotels for the requested dates and clicked ‘Book’ or 'Instant confirmation' button) by clicking on the question mark symbols next to rate quotation and/or service description. You can check also the text describing Conditions below the offer (click 'See conditions' button at the top or in the combo box on the right next to the room description).

In case of hotels with 'confirmation upon inquiry' you will have to check the information on taxes with the selected hotel directly during the inquiry process (for more details on 'confirmation upon inquiry' check FAQ under topic Before Making a Reservation).

Do you offer special discounts (for children, seniors, airlines employees, etc)?

Please note that the content of the hotel offer depends on hotel’s policy only. You will find information on special discounts on the page of the detailed description of the hotel (once you have Selected a certain hotel from the list of available hotels for the requested dates and clicked ‘Book’ or 'Instant confirmation' button), below the hotel offer, in the text describing Conditions.

Hotel.si, however, provides special offers at discounted prices in the section Special offer, on the hotel.si starting page. There are 'special offers' from different hotels, for certain periods of stay, best package and late deals available.


Back to top


ROOM TYPES, HOTEL FACILITIES and HOTEL POLICIES

Comming soon ...


Back to top


CREDIT CARDS and PAYMENTS

Why do you need my credit card details?

Please note that you will pay for your stay at the hotel. However, some hotels require certain deposit payment to assure your arrival, others require your credit card details only as a guarantee in case you do not arrive or cancel the reservation too late. It depends on the hotel’s policy.

In case of 'instant confirmation bookings', you can check what kind of reservation guarantee is required in the second step of your reservation process (Confirm selection). The guarantee shall be then realized in the fourth step of reservation process (Guarantees). In case of using your credit card details as a guarantee only, we will not charge your credit card. Credit card data shall be forwarded to the hotel directly through a secure connection. Your credit card will be charged by the hotel only in case you do not arrive or cancel the reservation too late. The ‘no-show’ charge is stated during several steps of the reservation process, as well as in the confirmation letter. In case of a necessary deposit payment, required by the hotel in the fourth step of reservation process (Guarantees), you shall pay the required deposit using the selected payment service (PayPal, 2CheckOut, etc.). In this case your payment data shall be forwarded directly to the selected payment service provider and not to the hotel or Hotel.si portal.

With 'confirmation upon inquiry' hotels, credit card details are normally not needed during the inquiry process as there are other means of guarantee available.

Does the hotel need a deposit or a payment in advance?

In general you will pay for your stay at the hotel. However, some hotels require certain deposit payments to assure your arrival. If the hotel requires a deposit, it will be clearly mentioned in the second step (Confirm Selection), as well as in the third (Personal Details) and fourth (Guarantees) step of the reservation process.

In case of 'reservation upon inquiry', you will check the necessary advance payments with the selected hotel during the inquiry process (for more details on 'reservation upon inquiry' check FAQ under topics Before Making a Reservation and Reservation Process). However, with 'reservations upon inquiry', a classic deposit payment is normally not necessary.

What types of credit card can I use to guarantee the reservation?

All credit cards accepted by a certain payment service (PayPal, 2CheckOut, etc.) are accepted as a guarantee. However, it is possible that the hotel does not accept all of these payment services for payment. Therefore, you will have to check for the accepted payment services in the second and/or fourth step of the reservation process (Confirm Selection/Guarantees) for each reservation individually.

In case of 'reservation upon inquiry', you will check what credit cards are accepted to guarantee your reservation with the selected hotel during the inquiry process (for more details on 'reservation upon inquiry' check FAQ under topics Before Making a Reservation and Reservation Process). However, we do not advise you to provide your credit card details during your inquiry process as there are other means of guarantee available.

Can I pay for my stay in advance?

Please note that hotel.si does not create accommodation offers. Each hotel provides its offers and confirms your reservation directly to you. Therefore, such arrangements depend on each hotel’s policy. In general you will pay for your stay at the hotel. However, some hotels require certain deposit payments to assure your arrival, the amount of which will be stated in the second step (Confirm Selection) as well as in the third (Personal Details) and fourth (Guarantees) step of the reservation process for 'instant bookings'. For more information about advance payment, you will need to contact the hotel directly. The hotel’s contact details can be found in the confirmation letter.

With 'confirmation upon inquiry' hotels, you can arrange the payment for your stay in advance with the selected hotel directly during the inquiry process via a hotel.si secure hotel-guest correspondence chat room.

Can I pay for my stay at the hotel with a different credit card than the one used to guarantee the reservation?

As the credit card details are only needed for guarantee purposes, you can pay at the hotel using the method of payment of your choice.

Please note that we do not advise you to provide your credit card details in case of 'reservations upon inquiry' during your inquiry process as there are other means of guarantee available, such as ordinary wire transfer, etc.

My credit card has been charged. How can I get a refund?

Your credit card shall be charged by the selected payment service only in case of deposit payment required by the hotel, payment of which should be confirmed in the confirmation letter. However, please note that with 'instant confirmation hotels' the accommodation agreement is signed between you and the hotel by booking accommodation via mouse-click. Each hotel confirms your reservation directly to you by generating automatically a confirmation letter of your reservation, which instantly displays on your screen. Therefore, you will need to contact the hotel directly. The hotel’s contact details can be found in the confirmation letter.

With reservations with 'confirmation upon inquiry', you handle your reservation with the selected hotel directly via a hotel.si secure hotel-guest correspondence chat room. The credit card charges are within the hotel's domain. Therefore, refunds will have to be arranged with the hotel directly. Please note that we do not advise you to provide your credit card details during your inquiry process as there are other means of guarantee available, such as ordinary wire transfer, etc.

I do not have a credit card. Can I still book a room with an 'instant confirmation' hotel?

Please note that you will pay for your stay at the hotel. However, some hotels require certain deposit payment to assure your arrival, others require your credit card details only as a guarantee in case you do not arrive or cancel the reservation too late. It depends on the hotel’s policy.

In case of payment guarantee, you, unfortunately, require a credit card to process your reservation. However, in case of deposit payment, you can book a room without a credit card. Namely, if you are a PayPal member you can pay the required deposit by wire transfer using your PayPal or your bank account. Also, your reservation can be processed using some homeland payment services, such as Moneta and Klik. You can pay using Moneta if you are subscriber of Mobitel GSM. Klik is an e-payment service for customers of NLB bank.

Is it safe to fill in my credit card data? How secure is the hotel.si website?

With 'instant confirmation bookings', your credit card information is sent to the selected payment service or the hotel through a secure connection. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by VeriSign - one of the world’s leading certificate authorities. We also take advanced security measures to protect our servers and network against unauthorized access.

Your credit card details are only needed for guarantee purposes; while in cases of deposit payment, your personal and credit card data are protected within the payment service you selected and according to its security policy. We advise you to choose the payment service you are familiar with and you trust.

With reservations with 'confirmation upon inquiry', you handle your reservation with the selected hotel directly via a hotel.si secure hotel-guest correspondence chat room. The credit card charges are within the hotel's domain. Therefore, we do not advise you to provide your credit card details during your inquiry process as there are other means of guarantee available, such as ordinary wire transfer, etc.


Back to top


CANCELATIONS

How can I cancel or change my booking?

Hotel.si serves as an agent between you and the hotel. However, please note that with 'instant confirmation bookings' the accommodation agreement is signed between you and the hotel by booking accommodation via mouse-click. Each hotel confirms your reservation directly to you by generating automatically a confirmation letter of your reservation, which instantly displays on your screen. Therefore, for changes or cancellation of your booking, you will need to contact the hotel directly. The hotel’s contact details can be found in the confirmation letter.

Similarly, with reservations with 'confirmation upon inquiry' you handle your reservation with the selected hotel directly via a hotel.si secure hotel-guest correspondence chat room. The reservation procedure is within the hotel's domain. Therefore, the necessary changes or cancellation of your booking will have to be arranged with the hotel directly.

Do I pay a cancellation fee?

With 'instant reservations', as you have signed the accommodation agreement with the hotel directly by booking accommodation via mouse-click, you will have to arrange all the changes or cancellation of your booking with the hotel directly. In order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of the hotel. You will normally find the details on the cancellation policy in the confirmation letter. The cancellation conditions will there also be stated during several steps of your reservation process.

With reservations with 'confirmation upon inquiry', you handle your reservation with the selected hotel directly via a hotel.si secure hotel-guest correspondence chat room. The reservation cancellation procedure is within the hotel's domain. Therefore, the necessary changes or cancellation of your booking will have to be arranged with the hotel directly. In order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of the hotel. You will normally learn the details on the cancellation policy during the inquiry process.


Back to top


GENERAL

How can I let you know comments or suggestions about the hotel.si website?

We appreciate your feedback. Please do not hesitate to send any comments or suggestions to info@hotel.si. Thank you!


Back to top



<< Back

Hotel.si
small cloud PMS solution
Copyright © 2018 MAiS d.d. All Rights Reserved.