Frequently Asked Questions by the guest

Who can become a Guest member of HotelSwaps? 
The Guest membership is reserved for professionals of the hospitality industry who either:
• have an email address linked to a hotel, hotel group or hotel association;
• own a hospitality asset;
• have an email address of a current HotelCoin or HotelSwaps supplier; or
• have received HotelCoins from a hotel member.
What are the benefits of a Guest membership? 
A guest membership will allow you to book and request accommodation at any of the hotels and residences in the HotelSwaps network paying with HotelCoins. In case you have not received any HotelCoins directly from a member hotel, you can purchase HotelCoins for your reservations saving an average of 50% of the public OTA price.  
Can I earn HotelCoins®
Yes. You may receive HotelCoins from HotelSwaps member hotels. The first time, you receive an email notification with details about how to log in and create your own Guest member account. You can hereafter browse hotels and book accommodation with your HotelCoins.  
Can I purchase HotelCoins®?
Yes. HotelCoins are sold for GBP 0.38 / EUR 0.43 / USD 0.50 per HotelCoin depending on your preferred currency, offering you hotel stays for on average of 50% of the public OTA price. You only pay for HotelCoins needed to make a reservation. Payments made for HotelCoins are non-refundable but HotelCoins returned to you in case of reservation cancellation can be used for new reservations for up to 2 years following the date of HotelCoin purchase.
 How can I book a room using HotelCoins®
Log in to your account and browse the hotels under the “New Reservation” tab. Hotels with immediate availability can be booked instantly. If you do not find availability on your desired dates, request them, and the hotel will hereafter accept or decline your reservation request depending on their expected occupancy during those dates. You may make several requests at the same time for different hotels. To avoid any double bookings, the first hotel to accept one of your requests will cancel out all your remaining pending requests.
How much is the reservation fee?
A non-refundable reservation fee per room booked is paid by credit card at the time of booking. 

What is your cancellation policy?
Cancellations with full reimbursement of your HotelCoins can be done up to 28 days prior to check-in. If you cancel between 15 and 27 days prior to check-in, 50% of your HotelCoins will be reimbursed to your account and if you cancel less than 15 days prior to check-in, no HotelCoins will be reimbursed.  
Can I make a reservation for someone else?
Yes. You can book on behalf of someone else by adding the name and email address of the travelling guest at the time of reservation. 
What if I don’t find any availability that suits my dates or destinations?
On the same page where you can make direct bookings, you can also request any hotel for specific dates. The hotel will then be notified of your request and will accept or decline your request within 7 days. You can log as many reservation requests as you wish. If you have more than one reservation request logged at the same time, the first hotel to accept one of your requests will automatically cancel your other requests to avoid double bookings. You will receive an email confirmation when a hotel(s) accept or decline a reservation request. 
Is my reservation confirmed once a request is accepted by the hotel? 
Yes. Your reservation is confirmed and you are liable for the reservation fee. Once a hotel accepts your reservation request, you will get an email with a link to the payment page. If you fail to pay the reservation fee within 7 days, the booking is automatically cancelled and you will not be refunded any of the HotelCoins you paid for the reservation.  
 Can I amend a confirmed reservation?
No. If you need to update a confirmed reservation, you will first have to cancel your existing reservation and make a new one with your new dates. In order to cancel an accepted reservation request, you will first have to pay the reservation fee. See “What is your cancellation policy” for details on HotelCoins refund. You will have to pay a reservation fee per room for each new confirmed reservation.  
 May I bring family or friends?
All hotel rooms booked through HotelSwaps are standard rooms for double occupancy, but you are welcome to book additional standard rooms using your HotelCoins, given there is availability. You may also contact the hotel directly to arrange an upgrade or book extra rooms at an additional cost, to be paid directly to the hotel.  
 Do I need to pay for anything during my stay?
HotelSwaps reservations only cover the cost of the hotel room. Any optional services (room upgrades, restaurant, minibar, spa treatments etc.) must be settled directly by you upon check-out. The hotel can request a credit card or similar reasonable guarantee from you at check-in to cover such charges. Depending on the destination, you may be requested by the hotel to pay for any mandatory city and tourism taxes.