Questions, answered

Start typing a city or a hotel name in the search box and pick one of the suggestions that drops down — the search only runs on a destination chosen from that list, so a typed word we do not recognise will not start a search.

Then set your check-in and check-out dates, how many rooms and guests you need, and your nationality, and press Search. Check-in can be today or any date up to a year ahead, and stays of up to 60 nights can be booked here.

Because hotels genuinely charge different prices depending on where the guest is from. Nationality is a pricing input on this site, not a formality — it is part of the search, and every price you then see has been quoted for that nationality.

It travels with you through the results, the room list and the checkout page. On checkout it is shown but locked, because changing it there would mean charging you for a price nobody quoted. To see prices for a different nationality, run a new search; there is a link on the checkout page that takes you straight back.

Once you have chosen it, we remember it for your next visit.

A child’s age decides whether the hotel counts them as an extra guest, lets them share a bed free, or wants a separate room — so it changes both the price and which rooms come back at all. That is why an age is required for every child, from 0 to 17.

“< 1” is the option for a baby under a year old. It is sent to the hotel as age 1.

Up to 6 rooms in a single booking, with up to 6 adults and 4 children in each room (30 adults and 12 children in total).

If your rooms are not all the same, open the room-by-room view in the guests panel and set the adults and children for each room separately.

Large destinations have thousands of properties, and we ask about live availability in batches rather than in one huge request. The counter tells you how far it has got (“searched 340 of 1,200 properties”) and the page refreshes itself as the results arrive.

Just leave it open — you do not need to press anything.

• Price range filters on the per-night figure shown on the card, which is the total for your whole stay divided by the number of nights, for all the rooms you searched for.
• Star rating matches the star category exactly — picking 4 shows 4-star properties only, not “4 and above”. Properties with no star category recorded are left out by any star filter.
• Free cancellation keeps the properties whose cheapest room is refundable. Most hotels sell both refundable and non-refundable rooms, so read this as “this hotel has at least one free-cancellation option” and check the actual room before you book.

Meal plan and the precise cancellation filters live on each hotel’s own page, where they can be applied to individual rooms.

Price (low to high) and Price (high to low) sort on the per-night figure; Star rating sorts by star category.

Recommended is the default and simply keeps the order the properties came back in. It is honest to say what it is not: it is not a ranking by quality, popularity or how much we earn.

The stars are the property’s official star category as recorded in our hotel catalogue. They describe the class of the hotel and its facilities, not how much guests enjoyed it.

We do not publish guest review scores anywhere on this site. If you want to know what other travellers thought, look the property up on a review site before you book.

Both are on the card. The large figure is the price per night, and the total for the whole stay is shown next to it.

The per-night figure is the stay total divided by the number of nights, and it covers every room you searched for — so a search for 2 rooms shows roughly twice what 1 room would.

These prices already include our service charge. Taxes and fees that the hotel collects from you on arrival are not included; they are listed separately on the hotel page and at checkout.

Everything you see is live availability from the hotels themselves. Rooms sell, rates are republished and cancellation deadlines pass, sometimes within minutes.

A set of search results is only held for about 30 minutes; after that, following an old link simply starts a fresh search. Nothing is fixed until the checkout page re-verifies your exact room with the hotel — that is the price and policy you actually agree to.

It means one of two things: the hotels had nothing available for those dates and that guest mix, or your filters removed everything that was.

Try, in this order: clear the filters, shift the dates, shorten the stay, reduce the number of rooms, or search a nearby city. Also check the dates themselves — check-in cannot be in the past or more than a year ahead, and a stay cannot be longer than 60 nights.

Everything you need to compare two rooms honestly:

• the room description exactly as the hotel words it;
• the meal plan — “Room only”, “Breakfast”, “Half board” and so on;
• how many adults and children it sleeps;
• the cancellation status, with the date and time free cancellation runs out;
• the price per night and the total for the stay.

Underneath sit the details that matter later: the full cancellation policy with every deadline and charge, a no-show fee if the rate has one, what is included, what is payable at the property, and any “rate comments” the hotel has attached.

One thing worth noting: all the times in a cancellation policy are shown in IST (Indian Standard Time), and are labelled as such, so that a deadline never changes meaning depending on where you are reading it.

• Fully Refundable — you can cancel free of charge up to the date and time shown. After that the charges in the policy apply.
• Partially Refundable — cancelling already costs something, or will from a date shown. Each stage is listed with an estimate of what you would lose.
• Non-Refundable — cancelling keeps the whole amount you paid.
• Non-cancellable — the rate cannot be cancelled at all.

Whichever it says, the full policy with every date and charge is printed under the room before you book, again on the checkout page, and again in your booking terms afterwards. It is the same block every time, so it cannot quietly change on you.

Money the hotel collects from you directly — typically local or city tax, tourism tax, a resort fee or a service charge that local rules do not allow to be prepaid.

It is not part of what you pay us. We do not add anything to it and we do not convert it: it is shown exactly as the hotel states it, in the hotel’s own currency, listed line by line with how often it applies, so you can add it up before you decide. The checkout page repeats the total in a red box next to the price so it cannot be missed.

Several rooms are sold as one reservation at one price covering all of them. Each room is listed individually with its own description and who is sleeping in it, so you can see what you are getting, but there is a single total rather than a price per room.

We only offer rates that cover exactly the number of rooms you searched for. You cannot combine two separate one-room rates into a single booking — if you want two different room types, make two bookings.

The room list does not show the hotel’s check-in and check-out times. Where the hotel supplies them they appear under Rate comments on the room, and the confirmed times are printed on your voucher after booking.

If arriving very late or leaving very early matters to you, contact the hotel once you have your voucher — it carries their phone number and email address.

Not through this site. There is no special-requests box in our booking form and we do not pass free-text requests to hotels, because we cannot promise anything we do not control.

Ask the hotel directly once you are booked — their contact details are on your voucher. Anything they agree to is between you and them, and is not part of your reservation with us.

We go straight back to the hotel and re-verify that exact room, right then, before you fill anything in. The price, cancellation policy, room details, meal plan and charges payable at the property shown on that page are the current ones, and they are what you accept when you tick the box.

If anything has moved since you clicked the room, an orange notice appears at the top showing the old total against the new one, and you have to tick a second box to accept the change before you can continue.

Because what you accepted is only valid for 10 minutes. Hotel prices and cancellation policies move, and we will not charge you against a screen you read half an hour ago.

If you take longer than that, we fetch the current price and policy again and ask you to look before confirming. Nothing has been booked and nothing has been charged when this happens.

The hotel puts every occupant on its rooming list, so we need a first and last name for each adult and each child, exactly as they appear on the passport or ID that guest will present at check-in.

The lead guest is taken from the Guest Details at the top of the page, so you are not asked for it twice. If someone shares your surname you can leave their last name blank and it copies the lead guest’s.

Names cannot be changed after booking, so it is worth checking the spelling before you confirm.

No hidden fees. The breakdown on the checkout page shows three lines:

• Net price — the hotel’s price for the room;
• Service charge — our own charge, shown as its own line, because that is what we earn on your booking;
• Total payable now — the sum of the two, which is exactly what your card is charged, in US dollars.

Nothing is added after that. The only further money you will spend is whatever is listed under Payable at the property, which the hotel collects from you at check-in.

When you press Complete Booking & Pay, our payment provider’s secure page opens in a new tab and you enter your card there. Your card number goes to the payment provider and never to us — we do not see it and we do not store it.

Keep the innzyroom tab open while you pay: it watches for the result and moves you on by itself. If you close the payment tab by mistake, that page has a button to open it again.

Only after your payment is confirmed. The order is deliberate:

1. we save your booking as pending and email you an “Awaiting payment” note;
2. you pay on the payment provider’s page;
3. the provider tells us the money has arrived;
4. only then do we place the reservation with the hotel and receive the hotel’s own confirmation number.

So a booking that has not been paid for is not holding a room. Once the hotel confirms, the status in your account becomes CONFIRMED, your voucher becomes available and you get a “Payment Confirmed” email with a link to it.

It is rare, but rooms can sell in the moments between paying and confirming. We will not create a booking we cannot honour, so instead the booking is flagged as needing attention with a refund due, and we email you straight away (“Booking Unsuccessful — Refund Due”).

You will also see it under Needs attention in your account. You are not left paying for a stay you do not have — reply to that email, or write to us with the booking reference, and we will arrange the refund to the card you paid with.

No. You can book straight through as a guest.

An account is then created for you automatically from the email address you entered at checkout, so that your bookings, vouchers and the cancel button all live in one place. See Your account below for how to get into it the first time.

• Awaiting payment — sent as soon as your booking is saved, before you have paid.
• Payment Confirmed — sent once the money has arrived and the hotel has confirmed. This one carries the link to your voucher.
• Payment Received — sent if your payment arrived but the hotel’s confirmation is still coming. The voucher follows.
• Payment Failed — sent if the payment did not go through. No room has been held.
• Booking Cancelled or Cancellation Pending — sent when you cancel.

If nothing arrives, check your spam folder. Everything is in your account either way.

Your voucher is the proof of booking the hotel expects to see. It carries the hotel name and address, your booking reference and the hotel’s own reference number, your dates and check-in / check-out times, the rooms, the name of every guest, the hotel’s phone and email, and the full booking terms and cancellation policy.

It deliberately shows no prices, so you can hand it over without showing anyone what you paid.

Bring it with you, on paper or on your phone, along with the passport or ID whose name matches the booking. The Print / Save PDF button on the voucher lets you print it or save it as a PDF.

Go to My Bookings and press Voucher on the booking. It appears once the payment is confirmed and the hotel has confirmed the reservation.

The same link is in your “Payment Confirmed” email.

Show them the voucher. It carries the hotel’s own reference number, which is what their system knows the reservation by — our booking reference on its own will often mean nothing to the front desk.

If that does not resolve it, email us at info@innzyroom.com with your booking reference and we will take it up with them.

Voucher and confirmation links work without signing in, so that you can open them on a phone at the airport. That also means anyone holding the link can see the booking — guest names, dates and hotel.

Sending it to the people travelling with you is exactly what it is for. Treat it like a boarding pass otherwise: do not post it publicly.

Not on the site — the only change you can make yourself is cancelling. Most rates cannot be changed at all, and we tell you which before you pay: every room and every set of booking terms carries a badge reading “Changes possible” or “Cannot be changed after booking”.

If your plans change, the usual route is to cancel (where the policy allows it) and book again at the current price. If your rate is one of the few that does allow changes, email us with your booking reference and we will find out what the hotel will do.

Open My Bookings, find the booking under Upcoming and press Cancel.

A dialog then shows, before you commit: the amount you paid, the cancellation charge, what you would get back, the free-cancellation deadline if there is one, and the full policy. The Confirm cancellation button stays greyed out until those figures have loaded, so you can never confirm a cancellation without seeing what it costs.

Press Keep booking to back out; nothing happens until you confirm.

Exactly what the dialog shows you before you confirm:

• cancel inside a free-cancellation window and the full amount comes back;
• cancel inside a penalty stage and the charge is kept, the rest comes back;
• a non-refundable rate keeps the full amount — there is nothing to return.

Refunds go back to the same card you paid with. Once a refund is approved, banks typically take 5 to 10 business days to show it on your statement.

A charge some hotels apply if you simply do not turn up. It also applies if you try to cancel on the day of check-in rather than before it.

Where a rate carries one, it is printed in red inside the cancellation policy — on the room card before you book, on the checkout page, and in your booking terms afterwards. If you know you will not make it, cancel rather than letting the booking lapse.

It means the request reached the hotel but their confirmation has not come back yet. The booking shows as PENDING_CANCELLATION under Needs attention in your account.

We are chasing it and will email you once it is settled. Please do not send a second cancellation — it will not speed anything up.

• PENDING — saved, waiting on payment or on the hotel’s confirmation.
• CONFIRMED — the hotel has the reservation. Your voucher is available.
• CANCELLED — cancelled. The charge, the refund and the cancellation reference are shown on the booking.
• PENDING_CANCELLATION — we have asked the hotel to cancel and are waiting for them.
• FAILED_REFUND_DUE — you paid but the room could not be secured; a refund is owed to you.
• REJECTED — the hotel would not accept the reservation.
• PAYMENT_REVIEW — the amount received did not match the booking, so nothing was reserved and a person is looking at it.

The last four appear under Needs attention, and we contact you about them — you do not have to spot them yourself.

If your account was created for you at checkout, we email you one titled “Your Innzyroom Account” containing a temporary password and a Verify & Login button. Press the button — it confirms your email address and signs you in at the same time. Then go to Settings and set a password of your own.

If that email never arrived or the temporary password is long gone, use Forgot password? on the sign-in page: the reset link both sets your new password and verifies your address, so it gets you in either way.

• My Bookings — split into Upcoming, Completed and Cancelled, plus a Needs attention tab that only appears when something wants looking at. Each booking has View Details, Voucher and, where it applies, Cancel.
• Favorites — hotels you have saved.
• Settings — your title, name, email, phone and nationality; a change password form; and an optional two-step sign-in that emails you a one-time link each time you log in.

Keep the name on your profile as it appears on your passport — that is what we send to hotels when it is used to fill in a booking.

Use Forgot password? on the sign-in page. The reset link is valid for one hour.

For your privacy the page always says an email has been sent, whether or not that address is registered with us, so it cannot be used to find out who has an account.

Yes — tap the heart on any search result. You need to be signed in; if you are not, you will be sent to the sign-in page first.

Saved hotels are under Favorites in your account. Saving a hotel does not hold a price or a room; prices change, so check the current rate when you come back.

The detail is in our Privacy Policy and Cookie Policy. The short version: we use what you enter to make and manage your booking, we pass the guest details to the hotel so it can hold your room, and we pass the payment to our payment provider. Booking and financial records are kept for up to seven years. To see, correct or delete your data, email info@innzyroom.com.

The cookie banner offers two choices, Accept all and Reject non-essential. Either way the cookies that make signing in and the booking flow work are kept. You can change your mind at any time through Cookie settings at the bottom of any page.

Two ways, and both reach the same team:

• the form on our Help Center page — pick a topic and add your booking reference;
• email info@innzyroom.com.

We answer by email. There is no telephone line, so please do not wait on one.

Your booking reference above all — it is on your confirmation page, your voucher and every email we send about the booking. Then the lead guest’s name, the hotel and the dates, and what you would like to happen.

If you are asking about a cancellation or a refund, say so, and we will come back with the figures rather than with questions.

No, and it is better to say so plainly. The assistant on our home page is a general travel-planning helper — it is good for ideas about where to go. It cannot see your account, your bookings or your payments, and it cannot cancel or change anything.

For anything to do with a real booking, use the contact form or email us.

Tell us what you were doing, on what device and browser, and paste the address of the page. If a payment or a booking was involved, add the booking reference — that lets us look up exactly what happened rather than guessing.

If a payment failed, check your account before trying again: a booking that already went through will be sitting there, and paying twice for the same stay is the one thing we would rather you avoided.