Wonderlandhotels.com is committed to providing you with the best customer service and support. Our online Customer Service Center offers you immediate answers to many of your questions. If you don't find the answer you need, please contact us. You can call one of our offices or email us.
We endeavour to process each inquiry as quickly as possible, so please be patient, we will reply to you. Please browse the topic list below (Click on a question to find answers to FAQ items.)
Wonderland Hotels
It is client’s responsibility to make sure that the room type booked by him/her will be suitable for the people traveling. If more persons show up at the hotel than the room can accommodate then the hotel are within their rights to charge those people additionally at reception prices.
We are always trying to make sure that our clients get the same room type(s) that they have booked via Wonderlandhotels.com, however it’s a very common case when instead of a double a twin room might be allocated.
Please note that your room will be kept till 06.00 am next morning so its not necessary for you to inform the hotel or us about your late arrival unless you consider that you won’t be able to make it to the hotel till 6 am. In those cases it is advisable that you inform the hotel at least 24 hours in advance so that they don’t charge you with one night penalty fee.
‘On request’ means the room you are trying to book is already sold out and is not available for you to book at those special discounted rates at the moment. However if you choose to book the room ‘On request’ we will contact the hotel and ask for additional rooms which can be arranged for a price closer to the original one advertised at our website. You will receive confirmation or rejection e-mail within 48 hours (excluding weekends) depending on hotel’s availability. Please note that the process might take longer than that because of the time zone differences or a busy holiday period.
If you need to make an urgent booking and the check-in date is very close in time the ‘on request’ bookings are not advisable. We recommend you that you book only hotels with status ‘available’ and pay by credit card (bank transfers usually have minimum 24 hours delay) so that you can receive an instant confirmation and print your voucher straight away.
You can always check if the hotel is holding room(s) with your name as soon as you receive your hotel voucher containing hotel’s contact details. Please also be aware that guest names are submitted to hotels at least 7 days prior to check-in. if you contact the hotel more than 7 days prior to your check-in date there’s always a possibility the hotel’s rooming list holding your names to be not yet adjusted.
It is highly unlikely that the hotel won’t find a reservation with your name, please be sure to present your Hotel Voucher at check-in first. If the problem persists, please call our Emergency numbers, available to you 24 hours a day.
Shared facilities will mean that WC and shower facilities are shared between other rooms.
En-suite facilities will designate that you have a WC and shower facilities inside your room and you don’t have to share them with other rooms.
The hotel address and contact numbers will be available to you as soon as you acquire and print your hotel voucher. All necessary information is there. Please be aware you won’t find those details anywhere on our website until you make a reservation.
For most of the hotels the parking fee is included in the price. For others the parking fee as well as all other ground handling services cannot be booked via our website and need to be arranged directly with hotel or with other local suppliers.
For your convenience we have placed a Google mapping facility, which gives only general idea about hotels location. However if you’re using your own transport and you need more specific information and more detailed directions we advise that you contact the hotel directly and ask for assistance.
All hotel details are supplied by hotels themselves and are published on our website in good faith and intention. We cannot be held responsible for any misleading or wrong information sent to us by our suppliers. We advise that you address the hotel directly if you have any questions regarding any service or facility they claim to provide.
Wonderland Hotel Rates
All hotel prices quoted at Wonderlandhotes.com are per room/per night and there are no exceptions.
All applicable state and service taxes are usually included in the price but you need to check for each specific booking because there might be some exceptions. Whether or not taxes are included in price is indicated under each hotel price offer listed in the Search Result.
For most European hotels breakfast is included in price as a complementary service, but you should check for every particular reservation what kind of meal supplement is being included in the price.
Babies under 2 years of age usually stay for free at Wonderland hotels. Children between 2 and 12 years of age are eligible to receive a discount which however is different for every single hotel. Therefore when submitting your hotel search please make sure that you specify correctly child ages and the way they’re going to be placed in rooms. The system will take into consideration all available discounts and they will be reflected in each hotel price offer displayed at the Search Result page.
Hotels do usually have different rates for different time periods, and therefore the most likely reason for the price change is that the system has automatically updated the prices according to the beginning of the new period. Rates are also subject to currency fluctuations. Once booked and confirmed the prices cannot be changed.
Absolutely not. If you deicide to make the booking with the hotel directly they will charge you at much higher rates, applied to individual tourists. It is 100 % guaranteed that the rates you receive form us are specially discounted because these are negotiated rates either by allotment based or direct contracts with hotels.
You can easily see if all applicable taxes are included in the price or not by checking ‘Local taxes’ right under each price offer. Usually most of the hotel rates have all federal, state and service charges included. However there might be cases when some hotels, especially in the USA do tend to charge an additional resort fee which can only be paid directly to the hotel. Our enterprise can not be held accountable for any resort fees demanded from hotel upon check-in. We advise that clients check directly with hotel for more info.
Payments
Our agreement with hotels demands all bookings to be paid in advance so that we can provide those special discounted rates to you. If you are to pay for your accommodation directly to hotel’s reception on arrival day higher taxes will apply and will result in the final price of the booking.
Usually our clients do choose the most suitable payment option for them. However for urgent reservations when you require an instant confirmation the fastest solution is the credit card payment. All you need to do is to submit your payment details through our 3D secure payment Gateway and you’ll receive an instant confirmation and a link to print your voucher straight away.
Bank transfers on the other hand do usually have minimum 24 hours delay, which may be extended up to 3 days depending on bank working hours, time zone differences and public holidays. Please note that we won’t be able to confirm your booking and issue a hotel voucher for you until we have received a confirmation form our bank that transfer was successful.
Wonderlandhotels.com guarantees the protection of all personal and credit card information submitted through the website. We have implemented the highest security standards regarding online payments and transactions so that our customers can feel protected and have a peace of mind when booking with us. The Secure Socket Layer (SSL) technology that we are using encrypts all the data before being submitted and can be accessed only by authorized recipients i.e. our trusted partners from Fortis Bank.
All credit card payments are being executed through a secure 3D payment Gateway which ensures that all money transactions are being made with the original card holder’s awareness and consent.
The reasons for the unsuccessful payment could be several. Most likely the bank that has issued your credit card has blocked the transaction considering a possible unauthorized internet charge. If that is the case please contact the bank institution and advise them that this is a legitimate charge. Another possible reason is that your credit card has already expired or you have exceeded your credit card limit.
Please contact us immediately in order to check if everything went ok with your reservation. Do not try to make a duplicate booking.
All hotel rates at our website are displayed and bookable in EURO only. The default currency for credit card payments (Visa or MasterCard), bank transfers or PayPal payments is EURO.
Currently we do accept only VISA and MasterCard. If you choose the credit card payment option on your credit card statement will appear the name Alice Ltd. as charger.
No. All bookings made via Wonderlandhotels.com require pre-payment by credit card or bank transfer. Pre-payment is needed so that you can guarantee your hotel accommodation and receive your hotel voucher.
Making Reservations
Wonderlandhotels.com is designed in such a way so that it can be most useful for our clients. The number of rooms to be booked directly through our website is limited to 3 because we do apply different discounted special rates for group bookings. For reservations for 10 or more people please use the group booking form to get your special discounted group rates.
When the system displays the message ‘We have found 0 hotels matching your criteria’ it means that all hotels are fully booked for at least one of the dates included in your period of stay. This usually happens during high seasons or trade fair periods. To refine your search please try to change check-in date, shorten the period of stay or reduce the number of filters you have originally added to your search. If you’re still unable to find a hotel please feel free to submit your special booking request via our online contact form. Our Reservation Team will perform additional search and will contact you shortly with available accommodation options.
You can always check the status of your past and present bookings by clicking the 'My Booking’ tab located on the top of each Wonderland page. To log in please use the e-mail address and password you’ve used to register at Wonderlandhotels.com.
Please note that you can always check the status of your booking online by accessing the ‘My booking’ section.
For instant confirmation/credit card prepaid bookings you don’t need to wait for confirmation e-mail. After you have made the payment you’ll be automatically redirected to your reservation details, where the status of your booking will be advised as confirmed and a link will be available to you to print your hotel voucher.
For ‘On request’ bookings or bank transfer payments however, receiving your availability confirmation e-mail or respectively your reservation confirmation e-mail in time might prove crucial to you. The most likely reason for not getting your confirmation e-mail is that it probably has been recognized as Spam by your mail provider or antivirus software. Please check your Spam/Junk email folder first and if you don’t find it make sure you contact our Customer Service Team.
Wonderlandhotels.com website is originally meant to provide an easy real time access to online hotel reservations. However we realize that some of our customers feel reluctant to share valuable financial information over the internet and prefer more personal contact. Wonderlandhotels.com sales representatives will kindly take any phone call and booking request of yours.
Reservations can be made today for tomorrow. However if you want to take advantage of the lowest available rates and most rich selections, we advise you to make your booking as early as possible – at least 5 days prior to the check-in date.
Special requests such as non-smoking, sea view, high floor, adjacent rooms, etc. will be forwarded to hotel reservation department, but can not be guaranteed. You can submit your special requests when you make the booking together with your booking form.
Encountered Problems
Your booking with us is 100 % guaranteed. There is no need to panic. If you have contacted the hotel more than 7 days prior to check-in then it is quite possible that the rooming lists with your name not to be adjusted yet. Please make sure that you have provided all the confirmation details printed on your voucher including reservation number, supplier ID, etc.
If they are still unable to find your reservation, please write down the names of the person you have spoken to and let us know the details. Our Customer Service Team will take care of the rest and make sure you'll have no problem at check-in.
You can print your pre-paid hotel voucher from any place whit internet access.
You don’t need to print the voucher from the original computer that you used to make the booking. All you need to do is visit our website and login with your details to ‘My booking’ section and a link to print your voucher will be available to you.
In very rare cases there’s a possibility that the hotel booked by you would be temporary closed due to urgent renovations taking place, force major events, etc. or when hotel is overbooked. In these situations Wonderlandhotels.com commits itself to provide an alternative accommodation at equal or higher quality.
Please make sure that any problems arising from the stay in the hotel are brought to hotel's attention and by the time of their occurring and not later than that. In this way all problems can be solved very fast and easy and suitable solutions are more likely to be found. Addressing your complaints to us or to the hotel after returning from your trip just won’t do.
Please also be aware that if you decide to change to a different hotel, the original hotel that you've booked may charge you for the whole number of nights not utilized.
Wonderlandhotels.com cannot be held responsible for any discomfort, damages or losses caused by any of the hotel’s representatives or 3rd party suppliers of any ground services purchased at the point of travel.
Miscellaneous
As a Wonderland member you are eligible to take advantage of any extra discounts and special deals that Wonderlandhotels.com has prepared for you. The special deals and offers will be indicated as Best Value Hotel and will include some specials such as free airport transfers, discounted weekend rates as well as free nights.
Signing-up for the Wonderland newsletter is not a must, but if you travel a lot or you want to be updated on any special offers and discounted hotel deals than we highly recommend it. You will also get updated on any newly opened hotels or new promotions launched at our website and it’s all done for you our loyal Wonderland members.
Early check-ins should be announced in advance either by submitting this information in the special request/remarks section when making your booking or afterwards by contacting us or the hotel directly and informing them about the approximate time of arrival. Please note that early check-in will not always be possible and hotels are within their right to refuse one if there are no available rooms.
Late check-outs are directly arranged with the hotel reception. Usually you will be advised to pay a daily rate so that you can keep your room till a certain hour of the day or to use the facilities of another guest room.
Printing your invoice from Wonderlandhotels.com is as easy as A, B, C. Please go to 'My Booking' section, login with your Wonderland username and password, find the booking that you need an invoice for and click on the booking reference number. Once you have opened the booking details follow the ‘Print invoice’ button to print your invoice.
For any transfer and shuttle services please contact the hotels directly and acquire their rates. You can find the hotel contact numbers on the printed voucher.
To check-in at any of the Wonderland hotels one of the guests should be at least 18 years old. However for some hotels in the US the minimum required age reaches 25 years of age. Therefore we advise you to contact the hotel personally and clarify this issue in advance to avoid surprises at check-in date.