Frequently Asked Questions - go2spain

Booking Queries

Payment Queries

Confirmation Queries

Problems

General Queries

Answers

Booking Queries

1. How do I find the hotel I'm looking for?

You can choose the area from the drop down list in step 1, if you wish to be more specific you can also enter the resort within the area you are searching. Then enter dates and number of people travelling in steps 2 and 3. Steps 4 and 5 are there to help you refine your search and chose which currency you wish to view the costing in.

2. What types of room are available?

Room types on offer will vary from hotel to hotel. The room types available can be seen on the Hotel Information page.

3. What do BB, FB, HB, RO and AI mean?

BB (or B&B)
This stands for "Bed and Breakfast". You can expect a room, plus a breakfast in the morning. Drinks are not included.
HB
This stands for "Half Board". You can expect a room, plus a breakfast in the morning and usually an evening meal. Drinks are not included. A few hotels will allow you to substitute the evening meal for a midday meal in the form of a packed lunch, but this is unusual. Please check with the individual hotel if you require this.
FB
This stands for "Full Board". You can expect a room, plus the three main meals of the day to be provided. Drinks are not included.
AI
This stands for "All Inclusive". You can expect a room, plus the three main meals of the day to be provided. Drinks are included, but the drinks offered will vary depending on the hotel. In addition to this, a range of activities, restaurants, facilities, children's services and pools may be available at no extra cost. Holiday Hotels has subdivided our All Inclusive hotels into categories to enable you to make a more informed decision about your hotel's AI programme.
RO
Room only – no food or drinks included.

4. How do your prices compare?

Our aim is to ensure that our prices are competitive with the published rates of hotels and our competitors. We also offer a price matching service. Please call 0871 220 1107 for details

5. How do I amend or cancel my booking?

If you need to amend or cancel your booking you must contact us and not the hotel directly. For any amendments there is fee of £15 and you must be aware that any date changes will be subject to availability and changes in price of hotel may occur. Any cancellations will be subject to our cancellation policy as set out in our terms and conditions.

6. What is your cancellation policy?

Please see our terms and conditions for our full cancellation policy.

7. Do you have any special offers?

All our rates are "special" as we have negotiated the best deals we can for the hotels we feature. However, we do also get even more special "special offers" which we promote on the appropriate pages of our website!

8. Can I get access to more information on the hotel I`m staying in?

The hotel information page contains full details on the hotel itself, the facilities and location information. If you need any further information, please call 0871 220 1107.

9. What is your policy on children and infants?

Policy on children varies from hotel to hotel, which is why we ask you to enter the ages of any children when you enter your details. In most cases, a child under 11 can stay in a family room with 2 adults free of charge, although there will usually be an extra breakfast charge for them. Children aged 12 and over are charged as adults. Infants are aged 0-23 months and must be included.

10. I've called the hotel and they say they are full but you have rooms available. How can that be?

We book through an independent supplier, who pre-book the hotel rooms at great rates at the beginning of the season. This means that the hotel rooms have already been booked through the hotel by our suppliers and then through our suppliers by you!

11. What happens when I press book and how long will it take to confirm my booking?

If the hotel you have requested is available to book online, you will receive an email from us confirming the details of your booking immediately. Please only press the button once as in some very unlikely cases it has been known to duplicate the booking to which you will be liable for if you do not contact us immediately by email or phone to cancel.

12. Why can I not find a particular hotel that was available yesterday?

The majority of hotels you will find on our website are available to book instantly in real-time. If we operate this way with a particular hotel, once they no longer have availability, they will fail to show up in any search results. We advise all our customers to book as early as possible, once you have found what you are looking for, to avoid disappointment.

13. Are you a member of ABTA/ATOL

No. Go2spain are not currently registered or bonded with ABTA/ATOL/IATA. ABTA and ATOL members are companies which offer package holidays i.e. accommodation and flights together. As we offer accommodation only, we are not required to be members of those associations. However, if you choose to pay by credit card, most credit card companies offer similar protection to ABTA/ATOL/IATA.

Payment Queries

14. Do I have to pay the whole amount at the time of booking?

Yes. Full payment is required at the time of booking.

15. What credit/debit cards do you accept?

We accept Visa, Delta, MasterCard, Solo, Electron, Maestro and Switch.

16. Are all my details - personal and financial - secure?

Yes - all of your personal and financial details are encrypted by our secure server software. We use the highest level of encryption possible to protect the confidentiality of our customers, so that you can make an online payment with confidence. Our site is authenticated and SSL encryption enabled by VeriSign. You can view our certificate here

We also respect your privacy. We never pass on your information to another company, or contact you about related products or services without your consent. Please see our terms and conditions for more information on our Privacy Policy.

17. Is the total price shown, per person or per room?

The price shown is for the total stay.

18. Can I book direct with your Call Centre rather than online?

We have a Customer Services Team who are happy to answer your queries - please call them on 0871 220 1107.

19. I don't have a credit card. Can I still book?

You need either a Credit or Debit card to make an online reservation.

20. Do I pay a booking fee?

There are no fees for booking online or for telephone bookings.

21. Are taxes included in the rate?

All our rates are fully inclusive of taxes.

22. What is a single supplement?

Hotels reserve the right to charge a supplement for single or double/twin for sole occupancy bookings are made. This is reflected in the prices we charge.

23. Are all prices in Great British Pounds?

Yes. We make all charges in Great British Pounds (£), irrespective of the location of the accommodation however when making your accommodation search, you can change the currency in step 5.

Confirmation Queries

24. What documentation will I receive?

You will receive an email confirmation voucher from us which you need to print and hand in to the hotel on arrival. This voucher will contain the emergency telephone number should you have any problems whilst at the hotel.

25. Do I need to contact the hotel directly?

No there is no need to contact the hotel before you arrive. If you have any queries, please let us know and we will do our best to assist you.

26. I didn`t receive my email confirmation - what should I do?

Emails are automatically sent by our computer system. It is not possible to guarantee delivery of this email as receipt may be subject to the security settings or filters on your computer. Please either email us on customerservice@go2spain.co.uk and request one or call us on 0871 220 1107.

27. I have lost the details of my booking - what should I do?

If you cannot find the email confirmation that we have sent to you, please don't worry. Please call us on 0871 220 1107 or email as per question 26 and we can arrange for a new confirmation to be sent to you.

28. How do I find directions to the hotel?

The address and location of the hotel can be found on the hotel information page, as well as any information we may have regarding useful routes, nearest airports etc. If you cannot find what you are looking for, please let us know and we will try and help you.

29. I've called the hotel and they have no record of my booking. What should I do?

The hotel is booked through an independent supplier who pre-booked the rooms at the beginning of the season. They will advise the hotel of you details closer to arrival. If this is unclear please call us on 0871 220 1107 and we will put your mind at rest.

30. Do I need to quote my Go2 reference number at the hotel?

No. That is our reference to enable us to locate your booking details easily and although we will give this to the hotel for their records, they will have your booking stored under their own reference system.

Problems

31. Who can I call if there are any problems?

Just call our reservations team on 0871 220 1107 and they will help you, during call centre hours. Out of hours, please call the emergency telephone number quoted on your confirmation voucher and you will be diverted to an emergency 24 hour number.

32. What if I arrive late at the hotel?

If you anticipate a delay in your arrival, please notify a member of our Customer Service Team on 0871 220 1107.

33. How do I make a complaint?

If there is a problem with the hotel itself or the service provided by the hotel, please refer the problem to the hotel management. If the matter is not resolved, then please let us know. We choose our hotel partners carefully and will gratefully receive any feedback relating to the service you have received.

Please also see our complaints procedures in our Terms and Conditions.

If the problem is with our website or our service levels, initially please call and speak to a member of our reservations team on 0871 220 1107 and we will try and put the matter right for you. If you are still not satisfied, you can ask to speak to the Call Centre Manager. If you still feel that the matter has not been dealt with to your satisfaction, please write to The Managing Director, Go2, Arnold House, 56 Lorne Road, Northampton, NN1 3RN.

General Queiries

34. Who are Go2?

See our About Us section and find out how to get in touch with Contact Us

35. What time can I check in?

Check in time varies between hotels but is not usually before midday at the earliest. Similarly, check out time is at the hotel's discretion but is usually around 11am. You may be able to arrange a later check out, subject to availability and a small fee.

36. Why does the price go up and down over the year?

Hotels change their prices according to seasons and demand. We are subject to these rate changes at any times and such changes will be reflected in our published prices.

37. Do you offer travel advice?

Our website contains information regarding hotels, areas and other related info. For specific advice relating to travel in general, please see the Foreign Office website - www.fco.gov.uk

38. Do you organise flights and transfers to my hotel?

Unfortunately Go2 are an accommodation only specialist and do not offer flights at this time .We do offer transfers and car hire. Please call 0870 220 1107 for details .

39. Will I be able to park my car at the hotel?

A large number of hotels will have their own car park for guests and those that don't will be able to supply you with details of the nearest available public car park, along with details of costs. If we have this information, it will be displayed on the hotel information page, alternatively please contact us for more details.

40. Do you have a brochure?

No we do not produce a brochure as full details of all our hotels are featured on our website, which can be updated daily.

41. If I agree for you to contact me, what will happen?

We may contact you from time to time with any appropriate special offers as we receive them. This would usually be by email and we will always give the option to stop receiving them at any time. We want to be of service to you, not a nuisance!

42. Can I make any special requests like non-smoking or sea view?

This will vary from hotel to hotel. If you have a preference we can request this for you, however these requests are not guaranteed.

43. Can I make a name change if I cannot travel?

Yes but this will be subject to the amendment fee of £15.