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Opening times

08:30 - 18:30
09:00 - 17:30
Closed
10:00 - 16:00

FAQ

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GET TO KNOW HOW WE OPERATE

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Q) How do I book with getabed?

A) You need to have an account with getabed; please CLICK HERE if you do NOT have one. If you have an account but have forgotten your password, please CLICK HERE and after being redirected to our login page click the "forgotten password" link. Alternatively, please call Agency Support on 01273 429 110 who will be delighted to discuss the opportunities of working together.

Q) Do getabed deal direct with the public?

A) Absolutely not, we are 100% direct to the trade.

Q) Are the hotels on getabed available to book immediately or are they ‘on request’?

A) All our hotels are instantly confirmable and if it shows on our website, it means they are available to book straight away. We don’t feature any hotels on a request basis which means no hanging around for you or your clients!

Q) What if I can’t find the particular hotel or room type I am looking for?

A) If there is a particular hotel or room type that you can’t find on-line please contact our Customer Support Team who will be happy to assist you and request it if possible; call on 01273 429000 or email to bookings@getabed.co.uk

Q) Are we able to book last minute?

A) Yes, you can book hotels on-line for arrival within 24 hours subject to us having hotels available. For same day arrivals contact our Customer Support Team who will be happy to assist you and request it if possible; call on 01273 429000 or email to bookings@getabed.co.uk

Q) Are the prices displayed per room, per night, per person per night or for the whole stay?

A) The ‘total price’ shown is per room selected for the entire duration.

Q) Are the prices displayed commissionable?

A) Yes, all rates displayed on our website are commissionable at your agreed rate, (unless you have asked us for a net account), please contact agencysupport@getabed.co.uk if you do not know what your commission rate is.

Q) Does that mean we can’t have net rates?

A) Absolutely not, we have agents who prefer net rates and we just set you up in the system to only display net, non commissionable rates.

Q) Can I hold rooms with you?

A) Since our prices are based on live availability we can’t hold rooms. However, depending on individual fees, which are displayed during the booking process, you may be able to hold rooms and cancel free of charge if outside of any cancellation charges, subject to terms and conditions.

Q) Once a hotel or other service is booked with getabed, can the price go up or change?

A) Absolutely not. Once a booking is confirmed with getabed, it is guaranteed, the price will never change regardless of currency fluctuations or local tax surcharges.

Q) Can I book pool heating, high chairs & cots for use in villas?

A) Yes. These can be added at the end of your booking but if they do not show for your particular villa contact our Customer Support Team who will be happy to assist you and request it if possible; call on 01273 429000 or email to bookings@getabed.co.uk

Q) Can I use getabed hotels and sell them on my own website?

A) Yes, no problem at all. We have xml feeds available and affiliate links depending on what your requirements are. Please call Agency Support on 01273 429110 or email agencysupport@getabed.co.uk to find out more.

Q) How do I receive ‘cakes and training’?

A) You can receive full training on how to ‘get the best’ from getabed by contacting Agency Support on 01273 429110 or email us agencysupport@getabed.co.uk

Q) Can you confirm disabled rooms?

A) If you have a client who requires the use of an adapted room please contact our Customer Support Team who will be happy to assist you and request it if possible; call on 01273 429000 or email to bookings@getabed.co.uk

Q) How can I change my account details?

A) Simply contact agencysupport@getabed.co.uk and we’ll do the rest.

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GROUP BOOKINGS

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Q) How do group bookings work?

A) Our system will allow you to search for up to 4 rooms; anything over this we consider to be a group; however you can contact us for a quote of up to 10 rooms by calling one of our customer support team. getabed has dedicated Groups Agents to help you with these requests. Should you require any more than 10 rooms you can submit a group request on-line via our website on the "group bookings" link, or email groups@getabed.co.uk, our team will be back to you within 48 hours; however we also have some useful tips that should help when you are selecting a hotel. We recommend that when selecting a hotel for your clients group that you look at the number of rooms the hotel has first, as a hotel will very rarely give up more than 10% of it’s rooms for a group. If your clients are just after a price it is safe to quote a price from our site as a guide – we will then go through to check rates and availability when your client is ready to book.

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ONCE A BOOKING IS MADE

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Q) Will I get confirmation that my booking is complete?

A) Yes, once your booking is complete all your booking documentation will be emailed to the registered email address for your account and you can also have a duplicate set of documents sent to an additional address. This will include your invoice and accommodation and or transfer vouchers.

Q) How do I display a booking?

A) You can display your booking by logging on to the website, then clicking on the ‘My bookings' section. You will then be asked to put in your getabed reference number. If you don’t have this you can search by: date booked, date of travel or client name.

Q) How do I amend a booking?

A) Once you have displayed your booking you will then be offered options of cancelling all, or parts of your booking. You can also add more hotels, transfers and tours, etc. However any amendments to the duration, date of travel, clients names, room type, or number of passengers travelling need to be done by our Customer Support Team. Please let them know in writing by emailing bookings@getabed.co.uk; they will make the amendment and contact you with your updated vouchers. No amendments can take place without written notification.

Q) Are there charges to change a booking from one hotel to another?

A) It depends how close to departure the change happens! We do not charge any amendment fees at getabed; we will only charge a cancellation or amendment fee if the hotel is charging us. Hotel's cancellation charges are advised at the time of booking, but if you are unsure or the change of hotels is within 14 days it is best to contact us on 01273 429000 or bookings@getabed.co.uk so that we can double check if there are any cancellation charges on the original hotel.

Q) How can I request an invoice and/or voucher?

A) Invoices and Vouchers are available on-line as soon as the booking is made. They can also be emailed to you directly by emailing us on bookings@getabed.co.uk and advising us of what you require.

Q) How do I add special requests onto the booking?

A) Before you complete the booking process and get your reference number, there is a section called requests; add your request here; it will get forwarded to the hotel as soon as the booking is made. We kindly remind you that requests are just that, they cannot be guaranteed.

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PAYMENTS

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Q) Do I need to take a deposit from our client for the hotel?

A) getabed do not collect deposits; making booking with us even easier. However we do recommend that you collect one in case of late cancellations where the hotel is charging. For full cancellation terms please see our Terms and Conditions.

Q) When is the payment due?

A) The balance of payment is due at least 42 days prior to the date of travel UNLESS OTHERWISE NOTIFIED. A final invoice will not be sent. In the case of reservations made less than 42 days before the date of departure, full payment must be sent upon confirmation of the reservation. If payment is not received by the due date getabed reserves the right to cancel the reservation and to apply cancellation charges as set out in our Terms and Conditions. The cost of the services booked is the amount shown on your confirmation invoice and is fully guaranteed and will not be subject to any surcharges. Government action or any changes in taxation is excluded from this guarantee. This guarantee is subject to the conditions of payment being adhered to.

Q) How do I pay?

A) getabed will send an invoice when the reservation is made, we will also send weekly statements for payments that are due; subject to your agency agreement. Payment can be made to Getabed via BACS, Credit or Debit Card (see below for charges), Cheque (made payable to Getabed) or we can set up a Direct Debit. If you are interested in setting up a direct debit please contact accounts@getabed.ae; & we will send you out the pack.

Q) What are the credit card charges?

A) We accept all major credit cards. The credit card charge is 2.5% and 3% for American Express. There are no charges for debit cards.

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CANCELLATIONS

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Q) What are the cancellation charges if I cancel a booking?

A) The website will confirm whether there are any cancellation charges that the hotel is levying, prior to confirming your booking, and these charges will also be displayed at the time of cancellation. getabed do not have any cancellation charges, so there will not be any charge unless the hotel is applying one.

Q) How do I cancel a booking?

A) If you wish to cancel your reservation with getabed, this must be done using the getabed website. This is done from the ‘My bookings’ section of the website where you are able to locate a booking and then follow instructions to cancel.

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FEES & LOCAL CHARGES

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Q) What are energy surcharges?

A) At certain times hotels worldwide could levy small energy surcharges if gas, oil and electricity charges increase dramatically. This is very rare, please call Customer Support on 01273 429000 or email bookings@getabed.co.uk if you wish to double check a particular hotel before booking.

Q) What are resort fees?

A) Some hotels levy additional ‘resort fees’ or charges for facilities like air conditioning, free local call charges, daily newspapers; use of sports facilities etc. These charges are beyond the control of getabed and cannot be pre-paid. Please call Customer Support on 01273 429 000 or email bookings@getabed.co.uk to check for whether individual hotels levy these charges and we can call them and double check before you book; please note, resort fees tend to affect USA hotels and where we are aware of a fee we will add it to the hotel information on the website.

Q) What are city taxes?

A) City tourist taxes are chargeable by local councils and their mayors and will be used on the maintenance and promotion of the city. These taxes vary in amount and are prepaid by the client directly to the hotel at the end of their stay (usually only cash is accepted). This is not something that can be prepaid and is beyond the control of getabed.

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GENERAL HOTEL INFORMATION

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Q) What are the check in/check out times at hotels?

A) Times do vary but at most hotels, check in time is 15:00 (3pm) and check out time is 11:00 (11am)

Q) Can we guarantee our clients the amount of beds in a room?

A) This is dealt with on a case by case basis as it differs with every hotel. Generally if you are booking two guests in to a room and you select a double or a twin bedded room, you can be assured that is what they will get. This though can never be 100% guaranteed and getabed cannot be held liable if a hotel is unable to provide the preferred bed configuration. We can guarantee there will always be enough bed space for all guests but please note that in some instances children will be required to share with parents using existing bedding.

Q) What is a rollaway bed?

A) A rollaway bed is a type of camp bed hotels have and can put in rooms to provide more bed space if required. There is usually a local charge for rollaway beds payable directly to the hotel. Please call reservations to find out costs for individual hotels.

Q) Why do hotels ask for a credit card imprint when my clients check in?

A) It is standard procedure for hotels worldwide to take an imprint of a credit/debit card at check in to cover ‘incidentals’. This would include, for example, room service and the use of facilities that the hotel offers that are not free of charge.

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XML BOOKING ISSUES

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Q) My book request has failed?

A) If you have any failed booking requests for which you did not receive a response at all or for which you received ANY kind of error (e.g. <Success>False</Success>), you MUST log into our website and check whether or not the booking has confirmed under the ‘My bookings’ page. Occasionally it is possible that we processed and confirmed your request and you were unable to receive the response and you would be liable for payment. In order to cancel a booking for which you have received an error/no response via the XML API, but have located as confirmed on our website, please call (+44 (0)1273 429 000) or email (bookings@getabed.co.uk) our customer support team. Failure to do so may result in you being liable for payment.

Q) My booking has timed out?

A) You may have set a timeout value at your end by which you would expect to have received a confirmation from us to your booking request, our timeout value is 120 seconds. If you have a set timeout value and you no longer require a confirmation after the set timeout value, you MUST call (+44 (0)1273 429 000) or email (bookings@getabed.co.uk) our customer support team explaining the booking timed out on your side - otherwise we may return a confirmation at a later stage and you would be liable for payment. Failure to do so may result in you being liable for payment.

getabed is an operating name of Key Resorts International DMCC (KRI) which is a UAE registered company. Registration no. JLT 4694. Trade license : JLT – 68136. For UK/Ireland market KRI has contracted with GAB Outsourcing, a UK registered company (reg. 8319626), to provide operational and administrative support services. KRI is licensed to conduct trade under the ‘getabed’ by ‘Getabed Cyprus Ltd’ which is a Cyprus registered company (reg: HE314933)