frequently asked questions

The following information has been prepared from questions asked by our clients. If there are other areas that you feel this page should cover please E-mail us on admin@hotelnet.co.uk

1. Who are hotelnet.co.uk?
2. Where are you based?
3. Who supplies the hotel information?
4. Who is liable for the accuracy of the information provided?
5. What if I need to cancel my booking?
6. What if I am arriving late at the hotel?
7. Are my credit card details secure?
8. What if I need to change my reservation?
9. What if I need to report a problem with your website?
10. What if I need special facilities during my stay?
11. Does the price include meals?

1] Who are Hotelnet.co.uk?

Hotelnet.co.uk is owned and operated by Superbreak Mini Holidays, a leading tour operator in hotel reservations and short breaks for over 20 years. Superbreak is part of the Holidaybreak plc, the UK's leading operator of specialist holidays. Divisions include Camping, Adventure and Hotels.

Hotelnet.co.uk has operated as a hotel directory since 1995 and has worked closely with UK and International hotel brands since the beginning. In July 2000 Hotelnet became part of Superbreak, enhancing the online business with increased UK hotel content. Since April 2001 Hotelnet.co.uk has been offering over 40,000 hotels worldwide, over 98% of which offer instant availability and booking.

2] Where are you based?

Hotelnet.co.uk is operated from the Superbreak offices, overlooking York Minster (Cathedral) in the historic city of York, England.

3] Who supplies the hotel information?

The hotel information featured on Hotelnet.co.uk is supplied by 4 sources: Superbreak Mini Holidays, Pegasus Global Reservations System, Minotel (an independent European hotel consortium), Active Hotels (live internet reservations for small and medium UK hotels). The information is then pulled together by Hotelnet.co.uk for website presentation.

4] Who is liable for the accuracy of the information provided?

The individual supplying partners are responsible and liable for the accuracy of the information. Hotelnet is not responsible for the loading, editing or verification of this information and shall not be held responsible for any inaccuracies.

5] What if I need to cancel my booking?

For bookings made after Tuesday 11th September 2001, simply click the secure "cancel booking" link at the bottom of your booking confirmation. For bookings made prior to this date please send an email to assistance@hotelnet.co.uk, stating your booking confirmation number, the name of the hotel and the date of stay.

6] What if I am arriving late at the hotel?

The main cancellation policies for hotels featured on Hotelnet are listed below, we recommend checking these polices prior to confirming a reservation. Hotelnet.co.uk staff are available to help between 08.00 - 18.00 GMT Monday - Friday, for urgent cancellations outside these times you must contact the hotel directly, via the telephone number provided on you booking confirmation, with the exception of bookings made at Superbreak hotels.

7] Are my credit card details secure?

All communication of personal information between you and ourselves is encrypted, ensuring your details remain secure.

For other hotels where our link to them is through the Pegasus global system, (such as Marriott, Hilton, Best Western, etc) all are sent using hardware encryption known as a VPN (Virtual Private Network).

Security on the remaining 10% of hotel pages (Minotel and Active Hotels) is handled by the hotel chains themselves, both of which use secure servers similar to the security protecting Superbreak hotels.

8] What if I need to change my reservation?

For non urgent amendments please send an email with the require changes and booking confirmation number to assistance@hotelnet.co.uk , between 08.00 - 18.00 GMT Monday - Friday and before the cancellation policy of the hotel comes into effect. Please note that some hotels may make an administration charge if a reservation is amended. For urgent amendments or amendments outside these hours please contact the hotel directly on the telephone number provided on your booking confirmation.

Amendments for Superbreak hotel bookings can also be made via the Superbreak helpdesk, by emailing admin@superbreak.com between 09.00 - 17.30 Monday - Friday. An administration charge of £15.00 will be made each time the booking is amended. Amendments to theatre inclusive bookings incur a 100% administration fee from the time of booking.

9] What if I need to report a problem with your website?

Should you encounter a problem on our website an error page will appear. Please email the error page along with details on when the error occurred to webmaster@hotelnet.co.uk. If you need to check the status of a booking after an error page has appeared please email assistance@hotelnet.co.uk with details of your booking.

10] What if I need special facilities during my stay?

If you require special facilities, such as wheelchair access, special dietary requirements or would like to make a request to the hotel, we recommend contacting the hotel directly on the telephone number provided on your booking confirmation.

For Superbreak bookings we suggest clients contact the Superbreak helpdesk by email using admin@superbreak.com before making a booking. The helpdesk will then make the booking for you and pass on any special requirements to the hotel.

11] Does the price include meals?

If a meal plan is included in the price, details of the meals will appear in the rate rules and information. Unfortunately it is not common practice among hotels to list elements not included in the pricing.