Frequently Asked Questions

Welcome to sunmedhotels.com. We are committed to providing you with the best customer service and support. This service is for You! The Individual who knows that an online booking system is a simple, easy way to get exactly what you want at the best price.

Our online Customer Service Center offers you immediate answers to many of your questions. If you don't find the answer you need, please contact us at customercare@sunmedhotels.com.

(Click on a question to find answers to FAQ items.)

Making a reservation

How do I reserve my room?
Our reservation process is very simple. Select a country enters the desired city, enter the dates of arrival and departure, and enter the number of guests. Click the Search Availability. You could also search by a specific hotel name within a city.

A list of hotels or Self Catering Accommodations will appear on the screen. For more information, click the name of the property or the ‘more’ link.

If further correspondence is necessary prior to confirming the reservation, a Customer Care agent will reply back to you with an email within 24 hours.

How can I check hotel availability?
When browsing the search results for the selected dates and destination, you will find the "Book Now" button located next to each hotel room type. If the button is BLUE, it means the hotel is currently available with instant confirmation for at least one room, and once you submit your request, you will receive confirmation immediately. If the button states ‘On Request’ is LIGHT BLUE, it means that we need to send the reservation to our contracted partner and request confirmation. Please note that the hotel for a On Request may take 24-48 hours to confirm the availability.

To allow us to proceed with your request, we require you to submit a reservation form with your credit card details. Please note, we request your credit card details as a form of security only. It will not be charged until the booking is confirmed by the hotel to us.

When I search for a hotel, some hotels come up as being "On Request" and not as ‘Book Now’.

The hotel is fully booked for at least one of the dates you selected. The reasons for this may be the following:

After the Confirmation Voucher, I called the Hotel directly to check on my booking, the Hotel informed me they were not holding a room for me. What do I do now?

In some destinations we send your booking to our local agents. Our local agent sends the booking to the hotel in their convenience. Some other hotels have given us a number of rooms for each day. We then allocate your Name list to these available rooms. We keep all your details on file, until we submit the full Name lists and details of each booking, mostly at the end of the day. So please do not be alarmed if the Hotel does not have your booking details, as they are on file, and will be submitted later on. If you have any queries regarding your booking, please contact our Customer Service Centre using the customercare@sunmedhotels.com.

Is the room rate per person or per night?
Rates are quoted per room for your total selected stay unless otherwise specified. Taxes and fees are included unless otherwise specified in the detailed Rate Rules.

Can I specify where I would like my room locate (floor, view, etc.)?
If special requests are accepted by the property, a section will appear on the Reservation Form to insert such requests and submit them to the hotel. The hotel will do their best to accommodate special requests. We cannot guarantee that your requests will be granted because they are subject to availability.

Can I request an early check in or a late check out?
Early check in and late check out are subject to the availability of the room and cannot be confirmed. If you want to request an early check in or a late check out, please include the information in the 'additional requests' section when filling out the reservation form. We will inform the hotel of your request, and they will try their best to accommodate your needs. If you plan to arrive very early morning and want to guarantee that you will be able to check into your room on arrival, you will need to book the night prior to the date of arrival. If you have a very late departure and you want to keep your room some hotel doing that without extra charge but other may ask for a payment of half day room use.

What about the special discounts? How do I get this?
Many of the participating hotels offer "Special Offers" to our clients. These rates offer substantial savings and are mentioned next to your room type.

Confirming a Reservation

What happens when I make a reservation?
All reservations will be followed up immediate with an email with the hotel voucher and using the Confirmation Number. We will send you an email with a hotel Voucher. Please print out a copy and keep this document safe. You will have to present it at the hotel during check-in procedures. Should you lose or damage the voucher, please re-visit the ‘My Bookings’ enter with your password and print another copy of the Voucher. If you have any further problems you must contact us at customercare@sunmedhotels.com immediately and we will assist you.

How long will it take SunMedHotels.com to respond to my reservation request?
Once you submit your reservation form and credit card information, your accommodation request will be processed immediately. However, some delays may occur due to our suppliers’ processing requirements. Depending on the destination, this may take from 24 hours to 48 hours. If the hotel you chose is available for the dates you specified, your booking will be finalised and your credit card will be charged. If you wish to cancel your booking after this, you will incur a cancellation fee – see ‘Booking Conditions’. If the hotel is not available, we will contact you with a suitable alternative and no payment will be incurred.

How do I check on my request for a property?
You may view your reservation using the ‘My Bookings’. When we receive your Reservation Form with your booking request, you will be sent an email letting you know we have received your request. The email we send has a link to our "View/Amend Your Booking" page, which describes what we are currently doing with your request, and if it is confirmed. Always feel free to contact us with any inquiries regarding your request. For fastest service, please include your "Booking Number" which you will receive after you submit your booking.

I don't have long to wait for a confirmation. What can I do?
Typically, most lodging reservations are made in real time and your confirmation should only take a few seconds. If your booking is for a hotel ‘on On Request’ you will be notified of the status of your reservation within 2 to 4 hours. However, there can be delays. In such cases, you will receive an email from us without a confirmation number. When we receive the confirmation number from the property, it will be emailed to you. You may contact us directly at reservations@sunmedhotels.com.

Once I have made my reservation, will I receive any written confirmation from the hotel?
No. The email confirmation you receive from SunMedHotels.com is all you will need. You will receive two emails the first one with the hotel voucher (address, booking number) and the second with your booking confirmation which displays your SunMedHotels.com booking information and the rate, confirmation number.

Once my booking is confirmed, how do I access my Invoice?
As soon as your reservation has been confirmed and charged you may view your invoice using the ‘My Bookings’. You enter with your password and you can view or print you invoice.

Cancelling a Reservation

What is the cancellation policy on my reservation?
When you are completing the secure reservation form, you accept the ‘Terms and Booking Conditions’. The cancellation policy included the ‘Booking Conditions’. In general, the standard increments are that you must cancel the room(s) by 24, 48, or 72 hours prior to your specified arrival; however, these are just general guidelines and the specific policy of the property will prevail. If you cancel before the deadline, generally you will not be charged a penalty. Cancelling after the stated period will result in a cancellation penalty fee. Some reservations are non-refundable and cannot be cancelled after booking.

How do I amend or cancel a reservation?
Use the ‘My Bookings’ provided on the home page. Enter with your password and amend or cancel your existing booking. An amendment or cancellation fee will apply. Please see the ‘Booking Conditions’.

Payments

Is it safe to use my credit card?
Yes. We take this matter very seriously. To ensure your security, SunMedHotels.com utilizes a secure commerce server, which encrypts the credit card number using sophisticated 256 bit SSL and encodes it into a non-usable form. SunMedHotels.com has also obtained a digital certificate from COMODO Group CA, an industry leader in the protection and management of data transmission and storage.

What credit card types are accepted for guarantee/deposit?
The card types accepted for guarantee/deposit will be listed when you enter your credit card details.

When will my credit card be charged?
If your booking has Instant Confirmation, your credit card is charged for the deposit or the full amount immediately after you submit the credit card form, and the hotel confirmation and hotel voucher is then sent to the email address you specified. If the booking is on request, pending confirmation from the hotel, your credit card is charged only when we receive confirmation from the hotel.

My credit card number is correct, but is not accepting it. Why?
There are a few possibilities:

• The card expiration date precedes the reservation date.
• You have reached your credit limit.
• There is a computer error.

I don't have a credit card; can I pay cash on arrival?
We do not accept payment by cash on arrival at the hotel. All bookings through our service require pre-payment by credit card only.

Miscellaneous Issues

What are your booking conditions?
To read our Booking Conditions, please click here ‘Booking Conditions’.

What are the directions to the hotel?
The location information of the hotel is sometimes listed on the Property Information page. This can identify the distance from the hotel to certain landmarks or the airport.

Could you send me maps and/or other information about the hotel?
All the information regarding the hotel is located on each hotel information page. For additional information, you may contact the hotel directly.

Where can I find contact details for a hotel?
Once a booking has been confirmed, we issue the hotel voucher, which includes the entire hotel's contact details such as address, telephone etc.

What is a Self Catering Accommodation?
A Self Catering Accommodation is a unit that has self-catering facilities (refrigerator, microwave, etc.) Many Self Catering Accommodations have separate bedrooms, fully equipped kitchens, one or more bathrooms, washer and dryer, and sometimes a balcony or patio. Towels and linens are provided. Maid service and other hotel conveniences are usually available.

What type of customer service is offered?
After submitting your reservation request, you will be provided with an email address to use to make inquires about your request.

Is there a hotel shuttle service to/from the airport?
Many hotels offer shuttle service to and from the airport. This may be listed on the property information page. If it is offered, there may be a charge by the hotel for this service. Self Catering Accommodations often do not have this type of service.

Is parking available? Is free parking?
Most hotels and Self Catering Accommodations offer free parking to their guests, although some may charge.

What if there will be more than two adults in the room?
Most hotels allow additional guests to stay in the rooms at a charge. Some hotels and most Self Catering Accommodations have a limit on how many people can stay in a room. This may be listed on the Property Information page.

Our children will be with us... do they stay free?
Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Property page.

Do hotels have minimum age requirements?
Please be aware that some hotels may have minimum age restrictions or requirements when reserving a room. For example, some hotels in Santorini Island – Greece located on the cliff side of the Island for security reasons may require you to be 15 years of age to check into a room. Please inquire with a Customer Care Agent.

Is breakfast included?
Many hotels offer breakfast included inside booking rate. Often this is a buffet breakfast or sometimes continental breakfast. Also it would be possible for a Self Catering Accommodation to provide breakfast. If included, it should be listed on the Property Information page.

What is the SunMedHotels.com Refund Policy?
SunMedHotels.com strives to provide the best service possible and will work on behalf of our clients to rectify any regrettable circumstances pertaining to your reservation. However, SunMedHotels.com acts only as an independent agent to secure services of a car rental supplier, hotel, Self Catering Accommodations, or other travel related supplier. Therefore, 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 loss incurred as a result of any wrongful acts, omissions, or default on the part of the suppliers. All grievances must be reported with any and all supporting documentation to SunMedHotels.com within 60 days of the mailing of the first credit card statement showing any discrepancies for billing and payment issues or within 60 days after the completion of travel services provided.

General Information

• Requests for bed type and smoking preferences will be submitted to the hotel but are not guaranteed.
• Room pictures may differ from the actual room you receive.
• You must present a photo ID upon check-in.
• These rates are only available through our websites and cannot be obtained by calling the hotel directly as they will not have our discounted rates in their system.
• By proceeding with this reservation, you agree to all terms and conditions, which include the Cancellation Policy and all terms and conditions contained in the ‘Booking Conditions’ link.
• You agree to pay the cost of your reservation. If you do not pay this debt and it is collected through the use of a collection agency, or through other legal proceedings, you agree to pay all reasonable costs or fees, including lawyer fees and court costs, incurred in connection with such collection effort.