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Home | Hotels | FAQ español   Frequently Asked Questions: Hotels reservation online Query sections: General information Access to hotels information Hotels reservation online Stable commercial policies Security policies Information about safe server 1. What does the expression "on-line hotel reservation" mean? An on-line hotel reservation is the process through which a Puntaweb customer selects a hotel, checks the room availability, the rates for his/her stay, charges the ADVANCED PAYMENT to its credit card and gets a SERVICE VOUCHER, all in the same access to the site without interruptions of any kind. 2. Which methods offers this site to make on-line reservations? In this site there are two methods to make an on-line hotel reservation. 1) Accessing to the reservation form from a hotel's file In this case, the customer first of all must check the hotel's availability, and in case of getting and afirmative answer he/she will be able to proceed with the reservation procedure. The availability check requires the following information: dates of the reservation, type of room and quantity of rooms. In case there is not availability, the system will provide you similar options of hotels: either located in the same area, or with the same cathegory. 2) Through an availability query The availability query form is located in the main page of the hotels channel and requires: - check in date - check out date - hotel cathegory - destination (f.e. Punta del Este) - area of destination (f.e. Peninsula) - passengers per room - quantity of rooms This query's result can be sorted by: - hotel cathegory - hotel name 3. What does an availability check provides? An availability check provides a list of the hotels fulfilling the required conditions shown in groups of ten hotels and sort by name, cathegory or area. The list offers the following information: name cathegory area average rate for double room After entering each particular hotel you get the following information about the hotel: hotel's name small picture cathegory area review And the following commercial information: -breakdown of stay costs for each available type of room -access to the next step of the reservation procedure for each available type of room 4. Which are the limitations of this site on-line reservation procedure? For security reasons, Puntaweb allows only ONE reservation procedure at the same time which results in the following faculties: - you will be able to hire only one period at the time - you will be able to check availability up to 7 passengers - you will be able to reserve a maximum of 5 rooms 5. Which is the maximum number of nights for reservation? You can hire a maximum of 30 nights for each period 6. What is a rate group? A rate group is the period under which the room rates have the same price. Each hotel defines its own rate groups - determining the calendar days each one covers and their names - according to their interests being the most common names the following: NEW YEAR or REVEILLON - Usually from 26/12 to 06/01 HIGH - Usually January MID - Usually February CARNIVAL EASTER LOW - Usually Winter Also in this site there are hotels that have used other rate group names such us JANUARY, FEBRUARY and PRE-SEASON. 7. What does the expression "average rate" mean? The average rate of a type of room is the price of that room per day in a determined period. The average rate reflects the price variations of a room when the stay covers more than one rate group. In practical terms it is a valuable data at the time of comparing prices between hotels with different rate policies in their rate groups. 8. Which economic criteria is used as down payment for a reservation? The down payment for a reservation is a porcentage of the total of the reservation that depends on the rate group and the hotel. (in most of the hotels it is a 20% of the total) In all those cases in which this down payment does not exceeds the price corresponding to one night of stay, the hired hotel will have the right to charge the balance until covering the price of one night of stay in those cases of No Show. The "No Show" is the name given to the situation when the customer does not presents himself/herself at the hotel on the check in date without having submitted the cancellation of the reservation within the stipulated dates on the commercial policies. 9. Which document endorses a reservation? The result of the reservation procedure is the emission of a service Voucher in the computer's screen and the customer's e-mail account - which must be printed to be presented at the hired hotel -. Another two identical vouchers will be emitted via e-mail; one to the hired hotel and another to Puntaweb, administrator of Puntaweb Hotels. The service voucher has all the necessary information to unequivocally identify your reservation as well as the necessary codes to its cancellation. 10. How can I cancel my reservation? To cancel a reservation through Puntaweb Hotels access the item Cancel. Filling the proposed form the system will proceed to verify if the cancellation period is fit and make that cancellation without any cost. 11. Which is the deadline to cancel a reservation? Each customer who had make a reservation through Puntaweb Hotels is entitled to the cancellation of his/her reservation without any cost from the same moment of the service voucher emission until 72 hrs. before the hour 6:00 pm of the check in date. This general term is subordinated to each particular hotel's cancellation policy, which are determined by its management and published in the file of each hotel at Puntaweb Hotels. 12. Which document endorses the cancellation of a reservation? The reservation cancellation procedure finishes with the emission of a service cancellation voucher in the computer's screen and the customer's e-mail account. Another two service cancellation vouchers will be emitted via e-mail; one to the hired hotel and another to Puntaweb, administrator of Puntaweb Hotels. 13. In which case a reservation down payment is not refunded? The reservation down payment is considered as an advanced payment from a legal point of view, therefore it will be unavoidably deducted from your credit card account in case the reservation cancellation was not submitted within the established deadline.