Before You Book
How do I modify or cancel my reservation?
You can easily modify or cancel your booking through the “My Bookings” portal on our website, or by clicking the link in your confirmation email.
⚠️ Important: Please check your booking’s specific cancellation policy. Fully refundable bookings can typically be canceled up to 24 before check-in without penalty, while “Non-Refundable” or “Advance Purchase” rates cannot be refunded or changed.
What is the difference between “Pay Now” and “Pay at Hotel”?
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Pay Now: You prepay for your entire stay online at the time of booking. This option often secures the lowest rate.
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Pay at Hotel: You secure your room with a credit card now, but you won’t be charged until you check in or check out at the property.
Are taxes and fees included in the booking price?
The initial price shown excludes local taxes and resort fees. A complete breakdown of all mandatory taxes (such as VAT or city tax) and resort/facility fees will be displayed on the final checkout page before you confirm your booking.
🔑 Check-In & Check-Out
What are the standard check-in and check-out times?
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Check-In: Starting at 11:00 AM
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Check-Out: By 12:00 AM
Can I request an early check-in or late check-out?
Yes, though both are subject to room availability.
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Early Check-In: You can request this during booking. While we do our best to accommodate, we cannot guarantee your room will be ready before 11:00 AM unless you book the room for the previous night.
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Late Check-Out: Please inquire at the front desk on the morning of your departure. A late check-out fee may apply depending on how late you wish to stay.
What do I need to bring to check-in?
To check in, you must present:
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A valid government-issued photo ID (Passport, Driver’s License, or National ID).
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The physical credit or debit card used to secure the booking.
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A temporary incidental deposit hold (usually $50–$150 per night) will be placed on your card and released upon check-out, pending a room inspection.
💳 Payments & Policies
Which payment methods do you accept?
We accept all major credit and debit cards (Visa, MasterCard, American Express, Discover) as well as digital wallets like Apple Pay and Google Pay. We do not accept personal checks, and cash payment policies vary by property.
What is your pet policy?
Pet policies are property-specific:
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Pet-Friendly Properties: Allow dogs (and sometimes cats) under a specific weight limit (e.g., 50 lbs) for a daily fee.
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Service Animals: Legally defined service animals (ADA compliant) are always welcome free of charge. Emotional support animals are subject to standard pet fees and policies.
Location, Parking & Transportation
Eliminating travel friction before guests arrive leads to a much better first impression.
Q: Do you have on-site parking?
A: Yes. We offer [complimentary / secure self-parking / valet parking] on-site.
Rate: [$15 per vehicle, per night].
Vehicle height limit: [e.g., 2.1 meters].
Note: We also feature [number] electric vehicle (EV) charging stations.
Q: Do you provide airport shuttle services?
A: We do not operate a private shuttle, but we can happily arrange a local taxi or private car service for you. Alternatively, we are located just [15 minutes] away from the airport via [metro line/bus number], which costs approximately [$3].
Booking, Payments & Cancellations
Clear payment and booking policies give guests the confidence to complete their reservations.
Q: What is your cancellation policy? A: We offer free cancellation up to [e.g., 48 hours / 3 days] prior to your scheduled arrival date. Cancellations made after this window, or “no-shows,” will be charged for [e.g., the first night / the full stay]. Please note: Non-refundable promotional rates are excluded from free cancellation.
Q: Do you offer luggage storage?
A: Yes! We provide complimentary luggage storage at the front desk before you check in or after you check out, so you can explore the area unburdened.
3. Rooms & Amenities
Q: Is Wi-Fi available and is it free?
A: High-speed Wi-Fi is complimentary and available throughout the entire property, including all guest rooms and public spaces. Log-in instructions will be provided at check-in.
Q: Is breakfast included in my stay?
A: It depends on the rate you booked. “Bed & Breakfast” rates include our daily hot buffet served from [6:30 AM to 10:00 AM]. If your rate is room-only, breakfast can be added for [$15 per person] per day.
Q: Can I request an extra bed or baby cot?
A: Yes, roll-away beds are available for [$20 per night] (only allowed in specific room types due to safety regulations). Pack ‘n Plays or baby cribs are complimentary but subject to availability, so please request one when booking.
Property Policies
Setting clear boundaries prevents rule-breaking and protects your property
Q: Are pets allowed?
A: We are a pet-friendly property! We welcome dogs up to [50 lbs] with a one-time cleaning fee of [$75].] B: We maintain a strict no-pet policy to accommodate guests with severe allergies. Certified service animals are always welcome.
Q: Is smoking permitted on the property?
A: No. Our hotel is 100% non-smoking in all indoor areas, including guest rooms, balconies, and corridors. Designated outdoor smoking areas are marked. A cleaning fee of [$250] will be applied to any room where smoking has occurred
Rooms & Cleanliness Standards
Q: What are your housekeeping and room cleanliness protocols?
A: We maintain the highest standards of hygiene. Every guest room undergoes a rigorous multi-point cleaning inspection before arrival, focusing on high-touch surfaces, premium linen changes, and deep bathroom sanitation. Daily housekeeping is provided automatically between 9:00 AM and 4:00 PM unless you display the “Do Not Disturb” sign.
Q: What quality of mattresses, bedding, and linens do you use?
A: Guest comfort is our priority. All rooms feature custom pillow-top mattresses, hypoallergenic 400-thread-count Egyptian cotton sheets, and a selection of plush down or synthetic pillows.
Q: Are the rooms soundproofed? How do you ensure a quiet stay?
A: Our rooms are equipped with double-glazed acoustic windows and insulated wall panels to minimize street and hallway noise. We also enforce strict “Quiet Hours” across all guest floors from 10:00 PM to 7:00 AM to guarantee a restful environment.
Service & Staff Responsiveness
Q: How quickly does the hotel handle maintenance or service requests?
A: We operate under a strict service recovery standard. Routine requests (such as extra towels, ice, or luggage assistance) are fulfilled within 10–15 minutes. In the rare event of a maintenance issue (e.g., HVAC or plumbing adjustment), an engineer will be dispatched to your room within 20 minutes.
Q: Is the Front Desk staffed 24/7?
A: Yes. Our reception desk is staffed around the clock by experienced concierge and guest relation agents. Whether you check in at 3:00 AM or need local recommendations late at night, a team member is always available to assist.
Dining & Amenities Quality
Q: What are your standards for breakfast and on-site dining?
A: Our culinary team prioritizes fresh, locally sourced ingredients. Breakfast features a mix of made-to-order dishes and a premium buffet. We strictly adhere to food allergy protocols and happily accommodate dietary restrictions (vegan, gluten-free, halal) upon request.
Q: How reliable and fast is the hotel Wi-Fi network?
A: We offer complimentary enterprise-grade fiber-optic Wi-Fi throughout the entire property, including all guest rooms and public spaces. Average download speeds range from 50 to 100 Mbps, which easily supports seamless video conferencing, 4K streaming, and multi-device connectivity.
Feedback & Issue Resolution
Q: What should I do if something during my stay does not meet my expectations?
A: Please tell us immediately. Dial “0” from your in-room phone or visit the front desk. Our management team is empowered to resolve issues instantly—whether that means adjusting your bill, moving you to a different room category, or correcting a service oversight on the spot.
Still have questions? Contact our team directly at + (372) 59 46 3588 or booking@elliots.world . we’re here to help
