How to book a room with Reservation.RU?
In the form write desired city, dates of arrival and departure, and in case of wish indicate the desirable price range. To identify possibilities and conditions of the booking regardless of vacancy, press button “Search”. After the searching process on the screen will appear the hotel list in accordance with search criteria. To get more information about hotel, click the name of the property. In the “Prices” section you may choose the desirable option and click on folder target “Select”. The system then automatically shifts to section “Review and Continue”. After adding all demanded info press “Continue” button. In case some additional correspondence will be needed, for example, in case of booking “Upon request”, dedicated Reservation.RU personnel will contact you during working hours, usually within 2-4 hours after the enquiry.
Top of the page
Is it possible to book the specific room in the Hotel?
The hotel personnel or Reservation.RU will make every effort to meet the preferences of guests but cannot guarantee that all specific requests will be met because they depend on room availability or relevant services provided by hotel at the specific period of time.
Top of the page
What is the difference between "Online" and "Upon request"?
In the "Online" mode, the user has a possibility to book, pay and receive confirmation in real time frames, without additional confirmation from Reservation.RU.
In case "Upon request" booking, the user supposed to wait for confirmation from Reservation.RU, and only after this to pay for hotel reservation. In both modes special rates can be used. Top of the page
When Reservation.RU will confirm my booking?
Bookings "Upon request" are serviced by Reservation.RU personnel on duty during the working hours (Monday – Friday: from 10:00 until 19:00 (Moscow time), Saturday from 11:00 until 16:00 (Moscow time), within 2-4 hours after the enquiry.
Moscow time UTC+3:00 (winter), UTC+4:00 (summer) Top of the page
How to check my request for the hotel?
It is possible to view your reservation using the "My Account/Reservation" to see details of your reservation. Please do not hesitate to contact Reservation.RU with any inquiries regarding your request. For effective service, please include your "Reservation Number" which you will receive after you submit your booking. Reservation.RU dedicated consultants are always ready to assist you and give advice that works. Top of the page
How to change my booking?
You may contact by all means Reservation.RU personnel and inform them about the changes of your reservation.
Please note that in case of change of the departure or arrival dates, last names of the guests etc, in accordance with Reservation rules, punitive sanctions may apply. Top of the page
How to cancel the booking?
When you are completing the Reservation Form, the Cancellation Policy will be provided or there will be a link to read the cancellation policy. These policies differ from hotel to hotel, and stated in accordance of agreement between Reservation.RU and hotel. Generally, you can cancel your reservation before 11:30 (local time) 1 day prior to date of arrival. But, these are general guidelines and the specific policy of the hotel will prevail. Canceling after the stated period will result in a cancellation penalty fee. Penalty fee usually consists of cost of all requested via Reservation.RU services for the 1st day.
Some reservations are non-refundable and cannot be cancelled after booking. When making reservation marked with label “Special deal” penalty will be charged regardless of cancellation dates. Please read the cancellation policy before booking. Top of the page
Why to register at Reservation.RU?
Registration at Reservation.RU is useful for all users of the system. You will have accelerated booking procedure and access to different services at “My Account” section.
When you buy anything via our site or give us any personal data, we may need to collect information about you to process the transaction, fulfill your order and provide you with the services. The information that users have provided in the registration process is confidential and not subject to further use by anyone for any purpose. Top of the page
Will I also receive confirmation from hotel?
No additional confirmation from the hotel. The email confirmation you receive from Reservation.RU is all you will need at check-in. In this email is stated your Reservation.RU booking reference, the hotel information, the rate, confirmation number, and the hotel's change and cancellation policy.
You may always print the Voucher out from the section at Reservation.RU “My Account/Reservation/Paid/Voucher” immediately after the payment is done.
Top of the page
What to do if confirmation required urgently?
“Online” booking is performed in a real time and your confirmation will take only some minutes from the moment of booking through the process of payment. In case of confirmation delay, because of some reasons, you will receive an email from Reservation.RU without reservation number. As soon as we have the reference number from the hotel we will send you the confirmation by email. In case of the rate change or specific demands, your enquiry will be handed over to customer service manager for further processing. You can always contact us directly at info@reservation.ru.
Top of the page
Why Reservation.RU rate is lower then rack rate?
Many hotels offer to Reservation.RU special negotiated rates, and this gives our customers the possibility to get good discounts. Furthermore, Reservation.RU may present special “hot prices” on own hotel blocks. In this case discount can reach 70-80% from the official hotel rate.
Such an offer is usually limited. Top of the page
Is it a price for one night stated at Reservation.RU?
All rates presented are for single or double occupancy per room, and are quoted on a nightly basis. While making a reservation, User may request rated for single or double use. In the room rate included all taxes and fees. In case of breakfast included in the room rate it is stated in the prices and reservation.
Top of the page
What does the crossed amount mean?
In some cases for comparison, together with special Reservation.RU rate we publish the official hotel rate and this official rate is shown crossed as non valid.
Top of the page
Is breakfast included in the room rate?
In some hotels breakfast is included in the room price. Often this is buffet breakfast, sometimes continental breakfast or just coffee and buns. If breakfast is included it should be listed on the “Prices” page.
Top of the page
If any taxes not included in the room rate?
All presented and published prices already include all local taxes, and should result to be the final ones for individual users of the system. In some cases at the check-in, if it is stated in the hotel Policies they are additional fees like medical insurance or registration fees. Top of the page
Is it safe to use credit card at Reservation.RU?
To ensure your security, Reservation.RU utilizes a secure commerce server, which encrypts the credit card number and encodes it into a non-usable form. The system operates on the base of secured SSL-protocol, certified by VeriSign, the leading Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce, communications, and interactions for Web sites, intranets, and extranets. Similar secured protocol certified by Thawte is used by processing centre ASSIST for Online reservation payment. We keep all your personal information secure and encrypted. Top of the page
My credit card details are correct but it’s not accepted by system?
There are some possibilities:
- The card expiration date precedes the reservation date or you have reached your credit limit. In this case you need to contact your bank to solve this problem.
- There is a computer or server error. In this case we recommend performing the payment a little bit later again.
Top of the page
How to get the refund?
Refund, depending on penalties, can be arranged in the same way as the payment; in 3 business days after customers’ claim. Top of the page
Do children stay for free?
The age requirement differs depending on the specific hotel's policy. This information may be listed on the “About Hotel” page. Top of the page
My actions after I made the payment?
Right after your reservation payment, you will receive an email confirmation of your booking with the reference number. This is needed for the check–in at the hotel.
Besides, you may always print the Voucher out from the section at Reservation.RU “Profile/Reservations/Paid/Voucher” immediately after the payment is done. Top of the page
What is the guaranteed booking?
Guaranteed reservation means that the customer has a booking that is already prepaid or covered by any other financial obligations.
Important: not prepaid or guaranteed with any financial obligations booking is treated by hotel as optional and can be canceled any time even with the existence of the written confirmation.
Reservation.RU makes for the customers only guaranteed bookings. Top of the page
What if there will be more than two adults in the room?
In general most hotels allow additional guests to stay in the rooms at additional charge for the extra bed. In some hotel additional adult guest on extra bed may stay in specified room types. Some hotels have a limit on how many people can stay in a room. Top of the page
Do hotels provide with extra beds and cots?
Most hotels offer rollaway beds, extra beds and cots. Some hotels may have restrictions on what room types will allow these extra beds. This information may be listed on the “Hotel Info” page. Top of the page
How to get to the hotel?
The location information of the hotel is often listed on the “Hotel Info” at the section “Location”. This can help to identify the distance from the hotel to certain landmarks or the airport. Top of the page
What do I do in case of claims?
Reservation.RU is dedicated to the highest standard in customer support and we are always ready to assist our customers in any circumstances related to your reservation and stay. However, we have no control over personnel, equipment, or operations of these suppliers and shall not be held liable for any inconvenience, personal injury, property damage, or other possible loss incurred as a result of any wrongful acts, omissions, or default on the part of the suppliers.
All complaints must be reported with any and all supporting documentation to Reservation.RU within 21 days from the date of completion of services provided. Top of the page
