Below are some of the questions most frequently asked by our customers.

If you have any other questions, contact us.

-         How do I make a reservation?

-         What happens when there is no availability?

-         What happens when a hotel is on request or there is no availability?

-         I can't wait long for a reply, what should I do?

-         How will my reservation be confirmed?

-         Are reservations firm and reliable?

-         How do I cancel a reservation?

-         How do I change a reservation?

-         I want to check that my reservation is correct

-         What happens if I find a lower price after I've reserved?

-         Can I make group reservations?

-         How do I make a reservation for children?

-         What do you do with my personal details?

-         What do you charge to my bank card?

-         What can I do if my card is refused?

-         When do I get a refund?

-          Why is there no customer rating system?


-       How do I make a reservation?
After you have selected your destination and hotel enter the days on the calendar on which you want to stay in the hotel. If there is no availability, start the search from the calendar on the home page and you will be able to see all hotels that have availability in that destination. In just 3 steps you will be able to reserve your room. You will need a credit card to pay the deposit to guarantee your reservation.

-         What happens when there is no availability?
All of the hotels you will find on our web site are very special and it is possible that you may find no availability for the dates you require. In this case, you have two options. One is to select other dates on which there is availability or you can send us a request form and we will then perform special processing on the request and we will then contact you.

-         What happens when a room is on request?
The most special and unique rooms such as Suites, Apartments or Grand Suites can only be reserved on request. For this reason, each reservation is treated with the utmost care. Contact us and we will give you an answer within 2 to 4 working hours in the destination country.
   
-         I can't wait long for a reply, what should I do?
Reservations are normally confirmed automatically and you could therefore go to the hotel in a matter of minutes. In the case of rooms on request, we take between 2 and 4 hours to get back to you, bear in mind the working hours in the destination country. 

-         How will my reservation be confirmed?
Once your transaction has been accepted by the bank, we will send you a confirmation e-mail containing all of the details of the reservation. If you think that you have not received it, makes sure that it is not in your spam inbox. It is not essential to take the e-mail with you to the hotel but we recommend that you print it out and show it at the reception when you arrive.

-         Are reservations firm and reliable?
Completely. On the one hand, the details of the rooms come directly from the hotel.As for payment, the payment systems are endorsed by our bank and Visa, MasterCard and American Express also have their own security systems and carry out their own checks. In addition to this, communication between you and our web site has a special SSL (Secure Socket Layer) coding system. These coding systems are what encrypt and encode all of your personal details and prevent this data from being opened by third parties. 

-         How do I cancel a reservation?
It's very easy. All you have to do is send us an e-mail stating that you want to cancel your reservation. Remember that in some hotels on certain dates you will have to pay cancellation costs which will have been made known to you on making the reservation. 

-         How do I change a reservation?
If you want to change your reservation either because an item of information is incorrect or because your plans have changed, contact us. Remember that the hotels have their own cancellation policy.

-         I want to check that my reservation is correct
If you want to check a reservation, you can contact us or the hotel using the data that appears in the confirmation e-mail.

-         I want to check that my reservation is correct?
If within 24 hours of making your reservation you find a better price that meets the requirements of the “Best Price Guarantee” section, complete the form and we will not only give you the same price, we will also give you a 10% discount as compensation.The refund will be paid into your bank account associated with your card within 2 to 3 working days.  

-         Can I make group reservations?
If you need to make a reservation for small groups you can fill in the on-line form.If you have any special requests, contact us and we will get back to you within 12 hours.  Some hotels offer special rates.

-         How do I make a reservation for children?
A lot of hotels offer cots free of charge and special prices for extra beds. When you make your reservation, tell us on the reservation form or contact us if  you have any special requirement and we will process your request.

-         What do you do with my personal details?
We comply with European and Spanish legislation. We keep your data in legally registered files to which only a few authorised persons have access. As a customer, you have the legal rights of access, rectification, cancellation and opposition to the processing of your personal data. To do this, send us a request by e-mail stating your name, surname and e-mail address.

-         What do you charge to my bank card?
We charge your reservation deposit. This is used for the hotel to block your room and mark it as available to you. The rest of the fee must be paid directly to the hotel reception.

-         What can I do if my card is refused?
Make sure that you have entered all your card details correctly and that when you entered the number you did so as asked  (without spaces,- “ /…). If the fault continues, contact us by phone and we will make your reservation for you.

-         When do I get a refund?
If we have to make a refund it can take between 2 and 3 working days, which is the time necessary for processing data between banks.

-         Why is there no customer rating system?
Because we believe in our hotels. A lot of companies include supposed customer opinions on hotels. These opinions have sometimes been manipulated. At The Perfect Hotels, all the hotels that we offer you have been specially selected and meet the most demanding  criteria.