The Questions

1. How do I make a booking?
2. What's included in the price?
3. How do I know my booking is confirmed?
4. What happens if I lose any of my documents?
5. How can I make changes to my booking?
6. When is a child not a child?
7. How can I be sure my details are safe?
8. What credit cards are accepted?
9. What happens if I need help while I'm away?
10. How do I get from the airport to my accommodation?
11. What happens if my flight is delayed?
12. Where can I find details of your Terms and Conditions?

The Answers

1. How do I make a booking?

   Our website is designed to help you make your reservation as quickly and easily as possible.
   First complete the Accommodation Search, giving us details of how many people are travelling, together with where and when you want to travel. The next page you'll see will be your "Search Results", reconfirming the details of your search and showing a list of properties matching your enquiry. To read more about any particular hotel or apartment, simply click on the "info" link. When you've made your selection, click on the "Book Now" button to confirm your booking.

   • Booking Stage 1 - Your Details Once you've checked that the details of your booking request are correct, then enter your name, address and contact information - ensuring that all boxes marked with an asterisk are completed.
   • Booking Stage 2 - Your Booking On this page we ask you to give us the names of all passengers travelling, any special requests you may have.
   • Booking Stage 3 - Payment Reconfirms the details of your booking and the total cost before continuing to our secure Payment Details page.
   • Booking Stage 4 - Payment Details Once you have completed your credit card details and payment has been authorised, you will receive an automatic email confirmation and hotel voucher. Please make sure you keep this somewhere safe - you will need it to present to the hotel on arrival.
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2. What's included in the price?

   Prices shown are per room (or apartment) per night, showing the board basis applicable - room only, self catering, bed and breakfast, half board, all inclusive etc.
   On the Search Results page and throughout the booking stages, the amount quoted is the total booking cost - including accommodation and taxes, and meals as shown. That way you know exactly what the price is - and there are no hidden extras.

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3. How do I know my booking is confirmed?

   Once your booking is confirmed, your booking reference number will be displayed on screen. After payment has been processed, we will send you an email confirmation showing your unique booking reference number and amount paid.
   At the same time, you will receive your Alturabeds.com hotel voucher which you should print out and keep somewhere safe with your travel documents - you'll need this to present at the hotel on arrival.

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4. What happens if I lose any of my documents?

   Phone our head office in Palma during working hours (08:00 - 20:00 local time) giving them your name and arrival date at the hotel, and they will be able to trace your booking and send through a copy of the confirmation and hotel voucher.

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5. How can I make changes to my booking?

   Simply call our head office in Palma during working hours (08:00 - 20:00 local time) giving them booking reference number (or your name and arrival date at the hotel) and they will be able to assist in making any changes.
   Before any changes are made, they will let you know if there are any charges or changes in price of your booking.

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6. When is a child not a child?

   We do ask that you let us know the age of everybody travelling with you under the age of 18 years. Normally child prices apply to children up to and including 12 years of age in hotels, and up to and including 16 years of age in apartments. However, reductions do vary according to hotel and country. In the USA for example, reductions may even apply for those under the age of 18 so long as they are sharing with two adult, full fare paying passengers.
   Please be sure to fill in all the correct ages (at time of travel) of all passengers under the age of 18 years to ensure any reduced child prices are included in your quotation.

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7. How can I be sure my details are safe?

   Payments - Our website uses the encrypted e-banking service from Banca March guaranteeing the security of information. The data is sent over a secure connection and using the highest level of security existing in the market.
   When you access the server, a status bar will appear on the lower part of your screen, showing either a padlock or a key, showing you that you are operating within a secure connection.
   All other personal information requested is protected and is required for us to be able to confirm your booking. For further details please refer to our Privacy and Security sections.

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8. What credit cards are accepted?

   Alturabeds.com accepts payments using the following credit cards - Visa, Visa Electron, MasterCard, American Express, Diners Club.

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9. What happens if I need help while I'm away?

   Alturabeds offers guests our Destination Service Help Desk - a bi-lingual team, who will be able to respond to and resolve any queries quickly and efficiently in the event of an emergency. This can be reserved at the time of making your booking at a fee of €15 per adult. In addition we offer our Destination Service Concierge Desk - we'll meet you on arrival at the overseas airport, arrange a special welcome pack of information, give you a call during your stay to see if you need anything, and you'll have access to our exclusive range of personalised excursions and restaurant reservation service.. The Concierge Desk can also be reserved at the time of booking at a fee of €20 per adult. In the event of a medical emergency, we also have a 24 - hour emergency contact number.

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10. How do I get from the airport to my accommodation?

    Transfers are not included in the cost of your booking unless you have chosen to take advantage or our resort transfer service. We provide one-way and return airport transfer service 365 days a year at most holiday destination airports in Spain and Portugal. See Resort Transfers for more information.

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11. What happens if my flight is delayed?

    Your accommodation will be held until 18:00 (6 pm) on your arrival day. If you expect to be later than that, please give us your flight details and anticipated arrival time in the "Special Requests" box when making your booking.
    If you don't have your flight details at the time of making the booking, or if they change in any way, then you should let us know either by phone or email in order that we can advise the hotelier accordingly.
    If you encounter an unexpected flight delay on the day of travel, please phone our call centre on 0871 855 5550, and we will advise the hotel to hold your booking.

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12. Where can I find details of your Terms and Conditions?

    Please click on Altura Destination Services Terms and Conditions at the foot of this page.

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