Hotel and Accommodation

You’ve been allocated the incorrect room type / bed set up allocated.

Your hotel vouchers will outline the room type and bed set-up that has been booked for you. As a reminder; here in Britain, Double refers to one shared bed and Twin refers to two separate beds. Should your set up be incorrectly allocated by the hotel, simply head down to reception and request for this to be changed. Sometimes this may mean a room change however, many properties across Britain have ‘Zip-link’ beds which means the housekeeping team will be able to rectify this efficiently and fuss free. Should you feel that you would like to upgrade your room type you can request this at reception depending on availability and they may be able to offer this for a small upgrade fee which can be paid locally.

The hotel or reception team ask you for payment

If a hotel requests payment for your booking, please remain calm and do not provide them with payment details and/or permission to charge you for the stay, it Is most likely a minor mix-up – all accommodations (unless otherwise stated) are included and paid for as part of your trip package with adeo Travel. A hotel may ask for a credit card swipe as a guarantee for any ancillaries taken in-house such as room service, laundry service, bar/restaurant meals etc. but these extras are the only things that you should pay for. Payment for the room stay (on the board basis as detailed on your voucher) is handled by us in accordance with our agreement with the specific hotel. Sometimes there are miscommunications between hotel reservations, accounts and reception teams which is likely the cause of the mix-up. In this instance, please ensure that you pass over the voucher to the hotel staff. Depending on our contract and payment terms with the specific property it may be that the reservation is pre-paid in advance, paid for using virtual credit card or paid for on account with ourselves. Either way, you should not be impacted – please request that you can check in / check-out as normal and ask the reception team to contact our offices to resolve payment the issue – they should have our contact information but otherwise this is also detailed on the hotel voucher. If you are checking in / out on a weekend or outside of our office hours, please provide the member of staff handling with our out-of-hours number which can be found on the business card on the front of your travel pack.

The hotel or reception team can’t find your booking

Arriving in your hotel and being told there is no reservation in place for you can certainly be stressful but please do not worry – it may be due to a simple mistake and easily rectified. Please consult your voucher to ensure all details are correct – please ensure that the stay dates and hotel details are correct. In some cities there are several hotels with very similar names or under the same brand – are you in the right place?. Please also ensure you pass your voucher to the member of staff for their reference – this will contain all reservation details and the receptionist can cross-check names, booking reference etc. Is there a typo or spelling preventing them finding the booking? If so, they can usually search the booking by the reference or confirmation number located on the voucher. Please also advise the reception team that this reservation was booked on your behalf by your travel agent at adeo travel so they can check for correspondence. If a reservation still cannot be located, please ask call us or ask the reception team to contact us on your behalf.