1. How does the booking process work?

Booking a hotel on Hotellista is straightforward:

• Create an account or log in to Hotellista.
• Search for a hotel, select your dates, and choose your room.
• Review the booking details and complete checkout using your preferred payment method.
• Once the hotel confirms your booking, you will receive a confirmation email with all the details of your stay.

2. What payment methods are accepted?

Hotellista accepts the major payment methods available at checkout, including credit and debit cards (Visa, Mastercard, American Express) and other options such as PayPal where available. The full list of accepted methods is displayed at the payment step.

3. When is my payment taken?

Payment timing depends on the rate selected. For most bookings, your card is charged at the time of confirmation. For some flexible rates, payment may be taken closer to your arrival date. The exact timing is clearly indicated before you confirm your booking.

4. What happens if my booking is not confirmed by the hotel?

If the hotel is unable to confirm availability, your booking will not go through and no payment will be taken. You are free to search for another property or different dates with no financial impact.

5. How can I view my bookings?

You can access all your bookings from your personal dashboard after logging in to Hotellista. From there you can view:

• all bookings made;
• their status (confirmed, pending, cancelled);
• stay details and pricing;
• applicable modification or cancellation conditions.

6. How do I modify a confirmed booking?

Modifications must be requested directly with the hotel, in line with the conditions stated in your booking confirmation. If you need assistance, you can contact Hotellista support.

7. Can I modify or cancel my booking?

This depends on the rate selected. Flexible rates allow free modification or cancellation, while non-refundable rates do not. The applicable conditions are always shown clearly before you confirm your booking.

Where a cancellation is eligible for a refund, this will be returned via the original payment method in accordance with the hotel's policy and standard processing timelines.

8. What happens if I cancel my booking?

If your rate is cancellable, a refund will be issued to your original payment method. Processing times may vary depending on your payment provider, but typically take 5 to 10 business days.

If your rate is non-refundable, no refund will be issued. This is always made clear before you confirm.

9. What happens if the hotel cancels my booking?

In the event of a cancellation by the hotel (for example due to overbooking), the Hotellista team will contact you and work to find an alternative solution. If no suitable alternative is available, a full refund will be issued to your original payment method.

10. Can I book on behalf of someone else?

Yes. You can make a booking for another person by entering their details during checkout. Please ensure the guest name matches the identification they will present at the hotel, as some properties require this for check-in.

11. Can I use discount codes or earn loyalty points?

Any applicable promotional rates or discounts are shown directly within Hotellista at the time of search. If you have a discount code, you can enter it at checkout where applicable. Loyalty programme availability depends on the specific hotel and is not managed by Hotellista.

12. Will I receive a confirmation email after booking?

Yes. A confirmation email will be sent to the address associated with your account as soon as your booking is confirmed. You can also view and manage all your bookings from your personal dashboard at any time.

13. Can I book any hotel on Hotellista?

You can book any property listed and available in the Hotellista catalogue. Availability varies in real time based on hotel inventory. If a property is not showing availability for your selected dates, try adjusting your search or contacting Hotellista support for assistance.

14. Who can I contact for help?

You can reach Hotellista for technical support or questions about the booking process:

• Email: [email protected]

For anything related to your stay — including special requests or on-site issues — please contact the hotel directly. Their details will be included in your booking confirmation.

15. Who is Hotellista and what is its role in my booking?

Hotellista is an online booking intermediary: it allows you to search for and book hotel stays through its platform. The accommodation contract is formed directly between you and the hotel. Hotellista does not provide or manage the accommodation services themselves, but facilitates the booking process in a simple and secure way.

You can find further details in our Terms and Conditions.

16. What does it mean that Hotellista is an "intermediary"?

It means Hotellista connects you with hotels but is not a party to your accommodation contract. Hotellista manages the online booking process, while the hotel is responsible for your stay and all related services.

17. What should I do if there is a problem with my booking or stay?

For technical issues with the website or the booking process, please contact Hotellista and we will help resolve the problem.

For issues related to your stay itself (e.g. facilities, special requests, complaints), please contact the hotel directly, as they are the service provider and best placed to assist. Hotellista is also available to support you in facilitating a resolution if needed.

18. Does Hotellista guarantee that all hotel information is accurate?

Hotel information — including prices, availability, photos, and services — is provided directly by hotels or their partners. Hotellista makes reasonable efforts to keep this information current, but cannot guarantee the absolute accuracy of every detail. We recommend reviewing all booking details carefully before confirming, and contacting our support team if you have any questions.

19. How is my personal data handled?

Your data is processed in accordance with applicable data protection laws, including the GDPR for users in the EU/EEA. It is shared only with the relevant hotel and payment providers for purposes directly related to your booking, and is never sold or passed to third parties for commercial purposes.

For full details, please refer to our Privacy Notice on the Hotellista website.

20. How can I contact Hotellista?

For any enquiry, you can reach us at:

Hotellista
Email: [email protected]