Frequently Asked Questions
Why do you need my credit card information? Booking is free, isn't it?
Yes! Booking a hotel is completely free of charge, but hotels require a valid credit card to guarantee the reservation in the event of a late cancellation or no show. The hotel can decide to pre-authorise your credit card to ensure that the card is valid and has sufficient funds. Hotelwithheart.com will never charge your credit card.
Can I book by phone or e-mail?
The only way to confirm your booking is via the website.
How secure is your booking engine when dealing with my credit card information?
We use SSL encryption which is considered the industry's standard for secure data transfer.
Searching for Hotels
How do I get hotel contact information?
After you have completed a booking, the hotel's telephone/fax number and email address are provided immediately online and on your confirmation email. The address of the hotel can always be found at the top of each hotel page.
How can I make sure my booking has been confirmed at the hotel?
When you book with us, a confirmation page showing your booking reference number and PIN code will appear on your screen. This means your booking has been confirmed. For future reference, please write down or print your booking reference number and PIN code. You will receive an email confirmation through the email address which you provided during the reservation process. It is thus crucial that you provide a valid e-mail address.
I have made a booking but did not receive any confirmation e-mails, what shall I do?
Please check your email Inbox and as well as your Spam/Junk folders. If you need further assistance, please contact us via the Contact
I do not have a credit card, is there any other way to confirm a booking?
No. A valid credit card is required as part of the reservation process.
Can I pay with a different credit card other than the one I made my booking with?
In most cases, the hotel will accept payment for the stay on a different card or in cash. Please ensure that the new card is accepted by your chosen hotel, subject to its policies.
How do I get room rates for a certain hotel?
From the hotel's page, select your check-in and check-out dates, and click "Check Rates."
Are rates per room or per person?
All rates shown are per room per night (unless stated otherwise).
Are prices tax-inclusive?
This depends on the hotel and on the room type selected. Check "Hotel Policies" of the selected hotel. This information is also displayed on your confirmation email.
How do I cancel my booking?
" page, enter your booking reference number and PIN code and the reason for canceling your booking. Then click on "Cancel Booking."
Do I have to pay cancellation fees?
You can cancel your reservation up to the point of arrival at the hotel. However, cancellation fees may be charged if you do so in breach of the hotel's cancellation policy. You will find the hotel's cancellation policy in your confirmation email. Please note that the hotel's local time applies to cancellation deadlines. For example, a cancellation policy of 1 day prior to the date of arrival means that you must cancel at least 24 hours before the start of the date of arrival to avoid paying a cancellation fee. HotelwithHeart.com will never charge cancellation fees for its online booking service.
How do I make sure a booking has been cancelled?
After your reservation has been canceled, you will receive an email to confirm your cancellation. If you do not receive the cancellation email, please check your Spam/Junk folder to see if the email is there. If you have not received a cancellation email in your Inbox or Spam/Junk folder, please contact our customer service team via our Contact
Charities & Contributions
Am I paying extra because of the contribution to charities?
No, you are not paying extra. Our hotel booking service is absolutely free of charge. Our rates are very competitive. Hotelwithheart.com makes the donations out of our income based on our special arrangements with our partner hotels.
Can I choose a charity other than those presented to me?
You may only select a donee (recipient) organisation from our current list of partners. In case your preferred charity or cause is not in our pool of recipient organisations or donees, you can make a recommendation
for its inclusion. We will act on your request at the soonest possible time, so we can broaden our pool of donees and causes to support. In the meantime, your booking will be able to help some other charities or advocacies.
What if I don't want to select any of the charities presented?
That is an option you may take.
Can I just get a discount from my room rate instead of giving it to charity?
Like other online booking sites, we earn through commissions from our partner hotels. However, part of our earnings automatically goes to charity organisations chosen by our clients.
How can I know if my bookings are credited to my chosen charity organisation?
For transparency, we will post real-time reports on our donation records. The achievements and impacts of these organisations will also be profiled and updated accordingly on our website.