We’re here to help! Contact us if you have any questions about the hotel’s amenities, services, or facilities.

You can find the hotel’s contact details in several places: - In your confirmation email - On the booking page in the My Trips section - In the voucher attached to your confirmation email

You’ll find the hotel’s address and a map link in your confirmation email and on the My Trips booking page. You can use these to get directions easily.

Some hotels offer special room types (like lake view or non-smoking) as separate deals — if available, they’ll appear in your search results. If you don’t see one listed, you can add your request in the “Special Requests” box during booking and we’ll forward it to the hotel.

Some hotels list accessible room types as separate deals. If you don’t see one available, you can write your request in the “Special Requests” box during booking and we’ll pass it to the hotel. Requests are subject to availability.

Check-in is usually from 2 PM, and check-out is until 11 AM — though it may vary by hotel. The exact times are listed in the Policies section on the hotel page and in your confirmation email.

It’s best to check the “Special Requests” section during the booking process. If you didn’t submit a request then, please use the webform on our Contact us page — we’ll notify the hotel for you. These requests are subject to availability and may incur additional charges.

It depends on the country. In most European countries, the minimum age is 18. In the U.S., many hotels require the main guest to be at least 21. Some hotels may have their own stricter age policies, so always check the hotel’s terms before booking.

A resort fee is a nightly charge by the hotel for services like pool access, Wi-Fi, or gym use. It’s paid directly to the hotel.

If bed type options are available, you’ll be able to select them during the booking process. If not, you can add your preference in the “Special Requests” box and we’ll pass it along to the hotel.

Log in, go to My Profile, and update your password, email, or personal info at any time.

You can delete your account in the My Account section, or contact us—we’ll remove your data and any saved booking history.

To create an account, click the “Log in” button at the top right corner of our homepage and follow the steps to sign up.

Just click the “Forgot Password” link on the login page, and we’ll email you instructions to reset it.

Yes, you can complete a booking without creating an account. However, creating one helps you manage your reservations and access support more easily.

If you no longer wish to receive special offers or updates from Holisto, you can unsubscribe anytime. Just go to your account settings and uncheck the box under “Personal settings.” Or, email us and we’ll unsubscribe you right away.

We know plans can change quickly, but the cancellation fee depends on the policy of the deal, not the time since booking.

Refunds typically appear in your account within 3–10 business days of approval.

If it’s been more than 10 business days, please contact our customer support — we’re here to help and will look into it right away.

Please Contact us immediately. We’ll check with the hotel and do our best to assist you.

We understand that unexpected things happen. Please Contact us right away. Cancellation and refund eligibility always depend on the hotel’s policy. If your booking is non-refundable, we unfortunately won’t be able to issue a refund — but we’ll do everything we can to assist you.

It means you pay for the booking at checkout instead of later at the hotel.

Payment methods depend on several factors, including the hotel, your country, currency, and even the device you's using. We do our best to enable payments with major credit cards (Visa, Mastercard, American Express), debit cards, and additional services like Klarna whenever available.

Yes, debit cards are accepted. Check the payment options available during checkout.

Most bookings require upfront payment. If pay-at-hotel is available, you’ll see it clearly before booking. Any amount to be paid directly at the hotel will also be shown on the checkout page — both before and after booking.

Yes — all taxes and fees are shown in the price breakdown before you pay.

No — transparency is a priority for us. All mandatory charges are clearly shown during the booking process. Optional extras, like parking or minibar use, may be charged by the hotel directly.

We understand it can be inconvenient, but for security reasons, refunds must be processed to the original payment method.

Your payments are safe with us — we use industry-standard SSL encryption to protect your data and payment details.

No, we offer everyone the same competitive pricing without additional discounts.

Yes! If you find a lower price for the same room within 24 hours of booking, we’ll match it. Once confirmed, your price won’t change.

No, we currently don’t support split payments. You’ll need to use a single payment method at checkout.

Only bookings with free cancellation can be modified. If your booking is non-refundable, changes are not possible. For eligible bookings, log in to your account, select your reservation, and follow the steps to modify it. Changes depend on availability and may include extra charges.

Possibly — depending on hotel policy. Please Contact us and we’ll help you explore options.

Yes, if your booking allows changes. Contact us and we’ll help update the guest information.

You can cancel your booking in a few ways: by logging into the Contact Us page and selecting your trip, clicking the cancellation link in your confirmation email, or visiting the My Trips section. If you need help, you can also Contact us.

The cancellation policy is always shown on the checkout page before you complete your booking. You can also view it on the deal details page.

Each deal shows the cancellation policy before booking. You’ll also find it in your confirmation email and voucher.

You’ll receive a cancellation confirmation email right after your booking is cancelled.

Early check-outs may affect your refund. Check your hotel’s policy or Contact us for help.

We understand that sometimes plans change unexpectedly. If you don’t arrive and haven’t cancelled your booking, the hotel may charge a no-show fee according to their policy.

No—bookings must be completed on our website or app. This ensures your reservation is processed securely and confirmed immediately.

You’ll receive a confirmation email with your voucher within 30 minutes of booking. If it doesn’t arrive, check your spam folder or Contact us.

Don’t worry — once you receive a confirmation email with the voucher, your booking is confirmed. The hotel confirmation number will be sent 24 hours before check-in.

We’ll send your hotel confirmation number up to 1 day before check-in, once it’s provided by the hotel. If you don’t receive it, don’t worry — your booking is still confirmed. Some hotels do not issue separate confirmation numbers. As long as your booking shows a “Confirmed” status, everything is set.

Yes. Log in to your account on the My Trips page to see your reservations.

If you know your check-in date and the email address used for booking, click “Don’t know your booking number?” on the Contact us page — we’ll resend your booking email automatically. You can also contact us by email or phone if you need help.

Of course! To request an invoice, please contact our customer support.

You can reach us 24/7. The phone number will be visible after logging in on Contact Us with the booking number and email address linked to your trip. We do our best to respond as quickly as possible. If you purchased a VIP package, you’ll also see a dedicated phone number for priority support.

Yes! We’ll email you right away when your booking is confirmed, cancelled, or updated with new information. Be sure to check your spam folder just in case.

Your voucher is attached to the confirmation email and available anytime in the My Trips section of your account.

Most hotels accept digital vouchers shown on your phone. However, some may require a printed copy, so it’s best to check directly with the hotel.

Use the filter option while searching to show only pet-friendly properties.

Yes, subject to availability and possible fees. Please add this during booking or Contact us.

Yes — a valid government-issued ID (or passport for international travelers) is required.

Some hotels offer extra services. Check the amenities listed or ask us.

Yes, you can switch both at the top or bottom of the page to fit your preferences.

Try refreshing the page or switching browsers. If it continues, contact our support.

We coordinate with hotels and do our best to assist. Please Contact us immediately.

Not yet — but we always aim to offer the best prices to every customer.

While we don’t currently offer a mobile app, our website is fully mobile-optimized and allows you to manage your bookings on the go.