Help

Our most frequently asked question is how does Roomex get such good rates in hotels, please go to our 'Why Choose Roomex?' page for the answer !

Please find below a list of our other frequently asked questions. If you do not find the answer to your question here, please complete the form on the contact page and we will respond within 1 working day. Alternatively you can call us on 00353 1 2966275.

Answers

Will I have to pay more money at the hotel when I arrive?

No, the price paid with us is the reservation total and no outstanding payment needs to be made when you arrive at the hotel, unless you avail of additional products or services.

Can I change a booking?

Yes, you can change a booking by emailing us directly via the form on the contact page, as long as you do so within the timeframe as specified in your terms and conditions of booking. Usually this is at least 2 working days before your arrival date, but may vary from hotel to hotel and booking terms and conditions.

Can I cancel a booking?

Yes, Cancellations by you, the customer, must be done via your confirmation email as long as you do so within the timeframe as specified in your terms and conditions of booking. Once a booking is cancelled, everything will be confirmed both on screen and by email. Usually this is at least 2 working days before your arrival date, but may vary from hotel to hotel and booking terms and conditions. Please check the cancellation policy before making any cancellations to your booking. cancellation terms and conditions vary between hotels and dates booked. Some bookings may be non refundable, within cancellation terms at the time of booking creation. Exact cancellations terms and conditions for your specific booking can be viewed online prior to booking creation; once booking is completed these terms can also be viewed on your confirmation email.

Is my booking immediate?

Once you have paid for your hotel online, your booking has been made. You will receive a confirmation page immediately confirming this as well as being sent a confirmation email. All emails come from a @roomex.com email address so you should clear this domain name in your anti-spam filters if you have any.

Do I need a booking reference, code or number?

This is not normally needed by the hotel. However, when your booking is made, you will receive an email confirming your booking, and this will also contain a booking reference number. You should print this email and bring it with you in case. You should also keep the email in case you need to get in touch with us at a future date.

What is the refund policy?

Cancellation terms and conditions vary between hotels and dates booked. Exact terms and conditions for your specific booking can be viewed online prior to booking creation; once booking is completed these terms can also be viewed via the link on your confirmation email.

Can I book within 24 hours of arrival?

Yes, you can book within 24 hours of arrival. Once you see availability on our website and it allows you to book, then there is availability there and the hotel is committed to accepting it.

Do I need to reconfirm my booking with the hotel directly?

No. We have a guaranteed allocation with 550,000 hotels worldwide. Once you have made the booking with us, it is guaranteed, and the hotel is bound to fulfill the order. Hotels are informed about the details of the booking in most cases immediately, or in some cases the week before your arrival. Either way, there is no need for you to confirm the booking with the hotel.

I have contacted the hotel and they have no record of my reservation, why is this?

In some cases, the hotel is given the booking details only the week before arrival. The reason for this is that their own internal systems are only programmed to collect all of the detailed booking information the week before arrival, so although they may be aware that we have a booking with them a year in advance for example, they may not be aware of your exact details until the week before. There is never any doubt however of your booking being made. As mentioned above, once we take payment from you, your booking is made and the hotel is bound to fulfill your order.

How can I contact customer support?

By telephone on 00353 1 2966275 or by completing the form on the contact page. We will be only too happy to assist you in any way possible.

Where can I find the Terms and Conditions?

Exact terms and conditions for your specific booking can be viewed online prior to booking creation; once booking is completed these terms can also be viewed via the link on your confirmation email.

What does the price include?

The price includes taxes and the cost of the room. We have no additional credit card booking fees and there are no additional charges. The price may also include breakfast, this will be self-evident at the time of booking. Local taxes, resort fees if applicable can be viewed in the terms and conditions on the book now page for a particular hotel, simply click on "View Terms & Conditions for this booking" prior to entering your credit card details.

What does breakfast include ?

If you place your mouse over the breakfast description, full details will be given.

Am I charged the full price on booking online?

There are two types of Payments - 'Pay At Hotel' and 'Pay Before Arrival'. For 'Pay At Hotel' bookings, you make payment to the hotel, usually when you arrive at the hotel. In certain cases, the hotel will pre-authorise your credit card or take payment if the booking is non-refundable. Either way, for these bookings, it is the hotel that is taking payment directly. We take your credit card details just to guarantee the booking. For 'Pay Before Arrival' bookings, the payment is made to Roomex.com. 'Roomex.com Hotels' will appear on your credit card statement. Payment for additional extras such as room service etc will be collected by the hotel directly.

What currencies do you accept payment in?

We can process you payment in Euro, British Pounds Sterling and US Dollars.

What credit cards do you accept?

The cards we accept depend on the currency your have selected. For Euro transactions: Laser, Visa, MasterCard, American Express. For British Pound transactions: Visa, MasterCard. We do not currently accept Switch. For US Dollars: Visa, Mastercard

Is a payment taken if the booking request cannot be fulfilled?

No, our website will not allow you make a booking unless the request can be fulfilled.

Who am I making the payment to?

There are two types of Payments - 'Pay At Hotel' and 'Pay Before Arrival'. For 'Pay At Hotel' bookings, you make payment to the hotel, usually when you arrive at the hotel. In certain cases, the hotel will pre-authorise your credit card or take payment if the booking is non-refundable. Either way, for these bookings, it is the hotel that is taking payment directly. We take your credit card details just to guarantee the booking. For 'Pay Before Arrival' bookings, the payment is made to Roomex.com. 'Roomex.com Hotels' will appear on your credit card statement.

Where can I find my reference number for my booking?

The reference number is on the confirmation email you automatically receive after payment is made. Please ensure that you clear emails from @roomex.com in your anti-spam filters.

Is it safe to book online? Is your website secure?

Yes, Roomex.com is a secure website, using 128 bit SSL cert encryption. We understand the need for secure transactions and monitor every transaction to ensure all bookings are secure. We process thousands of transactions per month, all securely.

Is breakfast included in the Hotel rate?

The price also includes breakfast if clearly stated at time of booking and on the confirmation email.

Is the price quoted per person or per room per night?

The price quoted is per room per night.

What are the contact details of my hotel?

The contact details are given on the confirmation email you receive after a successful booking is made.

Can I book more than one room? How many people can I book for in one booking ?

Yes, you can book more than 1 room in one booking up to a maximum of 9 people per transaction, e.g. 4 double rooms. If you have a much bigger group than this, please complete the form on the contact page.

Can I make a special request when booking?

If you want to make a special request e.g. non-smoking, late arrival etc simply complete the form on the contact page we will make a note of your request to the hotel directly.

What browsers do Roomex support?

You can find the up to date list of supported browsers here https://www.roomex.com/WebBrowserSupport