Frequently Asked Questions

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Payments Go to index

When do I pay for my reservation?

You can see all of this information next to the rate given by the hotel and also when you confirm your booking.

There are offers that are non-refundable and prepaid (at the time of booking), and there are others where you can pay a few days before staying at the hotel.

Do I have to pay any deposit?

If indicated, yes. In some establishments it is necessary to pay a deposit. The payment and return conditions are always specified in the cancellation and payment policy of each hotel.

How do I pay for my booking?

Payments for bookings can be made by credit card (we accept Visa, American Express and MasterCard, or by bank transfer (only for refundable bookings.)) To pay by bank transfer, please, contact us.

What does the price include?

The price indicated in Stayforlong always includes indirect taxes such as VAT or IGC. Local or tourist taxes are not included in the price, but are indicated at the time of booking.

Each hotel decides whether to include breakfast, dinner or any other supplement. This is always indicated at the time of booking.

Before proceeding to the payment of the booking, you can see the conditions and observations made by the hotel, where you can find additional services that the hotel can include.

Bookings Go to index

When will I receive my booking confirmation?

You will receive the confirmation of your booking immediately. Once you have provided us with your personal details and completed the only step required to make a booking, you will receive confirmation by email. Although this process can sometimes take a few minutes.

I haven’t received a confirmation for my booking yet

If you have not received the confirmation of the booking, something may have gone wrong. It is likely that the email confirming the booking has gone directly to your junk mail inbox or your SPAM inbox. Please, make sure you check it, and if so, please add Stayforlong to your contact list and it will not happen again.

If you are not sure if the booking has been confirmed, you can check it by going into your account through our website. In the upper right part of the page you can access your account details, and once there, in "my bookings" section, you will be able to see the bookings you have confirmed.

In any case, you can contact us by sending us an email to claudia@stayforlong.com

What is my booking confirmation number?

When you make a booking in Stayforlong, we send you a confirmation number. If you contact the hotel, you must give them this confirmation number, so that they can find your booking.

I have made a mistake when introducing the booking dates

If you have made a mistake when introducing the dates of your booking, you can modify the booking from your account in the section of (My account - "My bookings"). If the booking is non-refundable or prepaid you must contact us, we will contact the hotel and they will decide if you get the amount of the booking refunded, or they let you make the change.

Contact us at claudia@stayforlong.com, as soon as possible so we can solve it. We will ask the hotel not to apply expenses, in the case of there being an error.

I want to make a special request to the hotel

If you want to make a special request, (such as a room with a view, or a late arrival) you can do so while you’re completing the booking process in the section "Special Requests", below your personal details.

If your booking is already completed, you can add special requests in the "Manage my booking" section.

Cancellations Go to index

How can I cancel my booking?

To cancel a booking, you can access your booking from the booking confirmation email or from your account on our website (top right of the page), and once in there, in the section "manage my booking" you can cancel the booking.

Are there any cancellation fees when cancelling a booking?

If the booking is still in the free cancellation period, there is no cancellation fee applied, whatever the reason for the cancellation is.

If the booking has cancellation fees, or is cancelled outside of the free cancellation period, the hotel or the provider will charge the corresponding amount indicated in the cancellation and payment policy.

I can’t cancel my booking

If the option to cancel your booking no longer appears when you access the booking, it means that the free cancellation period has expired, and therefore you’re no longer able to cancel it. If you get in touch with us we can try to get the hotel to accept the cancellation, but it always depends on the hotel accepting it. It is possible that if the free cancellation period has expired, extra charges will be applied for the cancellation or that the cancellation cannot be made.

The free cancellation period has expired but I need to cancel anyway

If the free cancellation period has already expired or the booking is non-refundable and you’re no longer able to cancel it, we can try to cancel it and refund a part of the booking amount, but the provider may apply additional charges if you agree to cancel the booking or decide that the booking can’t be cancelled.

Booking Modifications Go to index

How can I modify my booking?

You can request a modification for your booking from the "Manage my booking" section on our website. All modifications are requests, and therefore, cannot confirmed or guaranteed. We will contact you to confirm if the modification is possible or not.

Do I have to pay any extra fees for modifying a booking?

Normally there is no expense for making a modification on a booking. But if it is a non-cancellable booking or you are out of the cancellation period, it is possible that the hotel or the provider apply expenses for the modification.

Keep in mind that the hotel may have increased their rates and that this modification will substantially affect the final price.

I made a booking for 3 nights with a special offer but in the end I can only stay for 2 nights

We are experts in bookings from 3 nights onwards. If you can only stay for 2 nights, we can talk to the hotel as to modify your booking. But it is possible that the price you pay per night is a little higher, since the offers we have are based on the number of nights you stay.

If you must modify your booking for less than 3 nights, you can request this in the "Manage my booking" section on our website.

I made a booking for various nights but in the end I will stay less time

You can cancel your booking and do it again, but you may not be able to benefit from the same advantages if the offer was for a longer stay.

Children Go to index

I’m travelling with children

If you’re travelling with small children, this is the perfect website for you! We have many family hotels that will be happy to attend to your needs!

From what ages until what ages are they still considered children?

The age policy of children depends on each hotel individually. The most common policy is that children aged between 2 and 12 are considered children. However, to avoid confusion, when you make the booking you can introduce the ages of the children, you can specify from 0 to 17 years old. In most hotels, children under 2 years of age are considered babies and can usually be accommodated free of charge in a crib.

Do the hotels have cots available?

Most hotels have cots available free of charge for children under the ages of 2 or 3. However, these policies are different for each individual hotel.

You must indicate in the "Special Requests" section that you will need a cot for the hotel to have it in mind and ready for you upon your arrival.

Can small children stay for free?

Many of the hotels we work with do not charge accommodation when it comes to children. When you do a search and you indicate the age of the children, we already take into account their ages and if they stay for free or pay less we discount it directly. The final price always includes everything you have searched for, taking into account all the details provided.

Normally no hotel charges an extra fee for accommodating children in cots (from 0 to 2 years old).

Do the hotels have extra beds available?

Not all hotels have extra beds available. Please, always indicate the total number of people that will be staying in each room so that we can calculate if the room has enough beds for everyone to sleep on.

Your account Go to index

How can I access my account?

You can access your account from any place within our website. In the upper right corner there is also a direct access to your account.

What happens if I forget my password?

If you forget your password, you can indicate this when accessing your account, and you will be sent a link to your e-mail address where you will be able to introduce a new password.

How do I create an account?

You can create your Stayforlong account at the same time as making your booking, or by clicking on the "Register" link in the upper right corner of our website.

Contact Go to index

How can I contact my accommodation?

You can contact the hotel through the booking management page. We will transmit both your requests and any additional information. Still, if you need it, we can pass on the hotel’s information, so you can contact them personally.

When introducing the personal details of your booking, you can indicate any special request or requests that you want to make to the hotel in the "Special requests" section.

How can I contact Stayforlong?

You can contact us by email at: help@stayforlong.com. It will take less than 24 hours for you to receive an answer.

You can also contact us Monday to Friday from 9 a.m. to 19 p.m. by phone at the following number: 935 43 73 82.

Security Go to index

How can I know this website is safe?

You can check it in the upper left part of the browser. You will see that there is a padlock where our name and identity are indicated. This means that you are surfing safely. In Stayforlong we take the protection of our clients' details very seriously, and we use the maximum levels of security and encryption throughout the whole website so that all your personal details are safe.

Do you keep hold of my credit card details?

No. We do not store or archive the details of any credit card. We use a banking service provider called Ingenico E-Commerce Solutions with more than 30 years of experience working with the main banks in the world when making the money collections. Of course, both them and us comply with PCI DSS regulations to ensure maximum security.