Frequently Asked Questions

You can, as well, use our Advanced search form which enables additional searching parameters, look through the Hotel catalogue of the required city or leave a Special/ Group reservation request, which will be treated manually by our operators.

- See also: How can I review my booking information and cancel my reservations?

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What information do I need to communicate for booking?

To book a room for you we need to know your name, your e-mail address the booking confirmation will come to, your home address (required by hotels) and your credit card data.

- See also: Is it safe to use my credit card?
- See also: What about information privacy in your system?

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What are the advantages of your system?

Horse21 reservation system gives access in the real time mode to rooms and rates of any hotel connected to the system. Having selected hotels and rates available for the required accommodation dates you can instantly book rooms and get a momentary confirmation of your booking.

Another important advantage offered by Horse21 system: while booking via our reservation system you pay less than booking directly in the hotel thanks to the special arrangement between Horse21 and hotels.

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What payment modes do you imply?

At the moment, you can pay your reservation only by credit card. You can get more payment details from the Horse21 system description, as well as directly in the process of booking.

Is it safe to use my credit card?

We are really concerned about the privacy of personal and financial information communicated to us by our customers. The confidential information is encrypted before transmission and then stored and treated in compliance of existing security standards.

At the moment, Horse21 system is being passing the PCI DSS certification implying an integrative approach to the information securing. PCI DSS unifies the programs of the following payment systems: VISA Account Information Security (AIS), Visa Cardholder Information Security Program (CISP) and MasterCard Site Data Protection (SDP).

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What about information privacy in your system?

All private customer information is reliably secured and stored encoded. No private information is communicated to unauthorized persons; all personal data are used in booking objects solely.

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Does “room rate” mean rate per person or per night?
The room rate is determined as a nightly rate per room and based on the number of guests in the room which you have indicated in the booking form. If booking policy differ from that stated above, this information will be communicated to you while booking.

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Are the taxes/the breakfast included in the room rate?

This point depends on the hotel policy and is often indicated in the hotel description. The precise information will be communicated to you while booking along with the accommodation details.

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Can you help me to find a hotel?
It would be our pleasure to help you by hotel search/ booking. We set for that a Special/ group reservation request form which is treated manually. You can also contact our operators by phone indicated at the top of the site.

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Do you take into account my wishes to the room (location, facilities, service etc)?

All your wishes concerning the room can be inscribed into the field in the Customer Form. Your comments will be taken into account if the hotel has such possibility.

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If I need to book a hotel in the downtown or near an airport, how do I proceed?

The hotel’s description often includes such information. You can also follow the link in the hotel’s description to locate the hotel using Google.Maps.

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Can you communicate me the phone and fax number of the hotel?

You obtain the hotel’s phone/ fax number along with your booking confirmation.

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How do I reserve a room for several persons?

The number of guests is to be indicated in the hotel search form. Remember to enter the names and the surnames of all guests into the Customer Form.

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Which language should I use to enter data into the search and booking forms?
You are to use English while filling out the search forms and entering your personal information - name, surname, address etc. - into the Customer Form.

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How do I book several rooms in the same hotel for the same dates?

You can book up to 3 rooms at once. To book more rooms please contact our managers by phone or send a Special/group reservation request.

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Booking confirmation

What happens when the reservation is completed?

After you have filled out the Customer Form and pressed , in a few seconds you will see on the screen a booking confirmation which will be sent as well to your e-mail. This means that the selected room has been successfully booked!

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How can I review my booking information?

To review/ cancel your reservation follow the Check/ Cancel my reservation link and enter the booking number and the access code you have obtained along with the booking confirmation.

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How can I modify the existing reservation?

You can not change the parameters of the reservation that already exists. If you need to modify your request, we recommend you to cancel your reservation and to book once more.

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Cancellation of reservations

How do I cancel my reservation?

Use the Check/Cancel reservation link in the main menu. Enter your booking number and the access code you received along with the booking confirmation. You will see your reservation on the screen and get the possibility to cancel it if necessary. Please take note of cancellation policy of the selected hotel – in case of a belated cancellation your card will be charged a penalty fee.

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What is booking cancellation policy? Are there any penalty fees for booking cancellation?

The cancellation policy differs from hotel to hotel. To avoid being penalized for no-show or for a belated cancellation you should cancel your reservation before the deadline fixed by the hotel: 24, 48 or 72 hours before the check-in date. The detailed cancellation policy is indicated in the Customer Form while booking a concrete hotel.

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Miscellaneous

Can you help me to obtain visa?
At the moment we don’t give any visa support and/or render any services relating to visa obtainment. If you need a visa please see to obtaining it on your own.

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Do you offer a transfer to/from the hotel/airport?

No, we don’t. However many hotels render this service. You can obtain it making a special remark in the field of the Customer Form. If this service is possible, hotel managers will contact you via the e-mail you have indicated in the booking form.

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What do I do if the room or the hotel service quality doesn’t meet my expectations?

We are an agent connecting the customer and the hotel while booking a room. We try to do our best in order to make hotel descriptions relevant and true. All descriptions provided by our system are based on the information given by the hotel; that is why we cannot assume the responsibility of divergences between the available information and the real situation. Please send us all your comments and complaints in writing. We will redirect them to the hotel’s authorities. We thank you for your help and cooperation.

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Your site doesn’t work. What do I have to do?

Please describe the problem you met while working with our site and send it to us using the Feedback form. We will do our best to resolve the problem.

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