FAQ
  • Who are we?
  • Ace Rooms is a leading travel technology company established for over 5 years. Our System allows you to search, book and manage hotel bookings in a single platform, with the advantage of being able to simultaneously search multiple bed banks, thereby saving you precious time.

  • Who can use our system?
  • Travel Agents anywhere in the world can register and start searching straight away. Ace Rooms offers a wide range of hotel choices at very competitive prices and instant confirmation This system is used by (among others) small agencies, home based agents, reservation centres, and large travel chains.

  • Do I need to pay any fee to use this site?
  • No. We offer the use of the site to travel agencies absolutely free of charge.

  • Can I use this site immediately?
  • Yes. All you need to do is to register yourself with us now and you can immediately make bookings for your customers on line. To register please click 'Sign On/Register'.

  • I have forgotten my password - what do I do?
  • Please follow the instructions - 'Forgot your password'

Bookings
  • Is there anyone taking care of the bookings I make?
  • Whilst our systems are largely automated, our customer service representatives are monitoring your bookings. Our customer service team is also happy to assist with any queries that you may have. For our contact details please click "Contact Us".

  • What is the difference between "Available" and "On Request" confirmation?
  • "Available" confirmation indicates that your request is available from our exclusive allotment space. If booked, these can be confirmed on line and you will receive your confirmation immediately. "On Request" confirmation is where we have sold out all of our allocations and we need to contact the hotel or suppliers to request the additional space for you. If you book a hotel or services "On Request", you will receive a reply from us within 48 hours of receiving your request.

  • Are the rates on your site per person?
  • All rates quoted on our site for hotel bookings are for the duration of the whole stay for all rooms requested. All prices include service and local taxes.

  • What currency are the rates shown in on the web site?
  • The prices are shown in the currency you have selected when you make your search for a hotel or other service.

  • How do I make a booking?
  • You can input your search details. We would require atleast the City name, arrival dates, No. of nights and occupancy. Our system will then be able to display Hotels & Rooms that are actually available. Then if you wish to proceed just click 'Book' shown against the required room type. Complete the registration page and complete the payment process and your room is booked. You will then be able to view your Confirmations and Bookings No's.

  • How do I find only available hotels for the period I want to stay?
  • The search results page will only display available hotels.

  • How do I search for hotels by price, name or rating?
  • At the top of the search results page there are three buttons 'price', 'name' and 'rating'. These allow you to change the order of results as required.

  • What does 'Offer Price' mean?
  • Room Only Price

  • How do I know my reservation is confirmed?
  • After the payment process is complete you will be directed to a page confirming the reservation number. If the booking is not confirmed for whatever reason, you will instead see a message asking you to contact us

  • What Happens if the Hotel of my choice is not available?
  • If for any reason your hotel is not available, we offer other suitable hotels available for your dates and hope to meet your requirements.

  • Do I pay for the Booking?
  • Booking can be held until the Hotel Cancellation date. We will send you a payment reminder prior to that.

  • How can I make payments for the bookings?
  • Payments can be made by Credit Cards, cheques or Bank Transfers

  • How safe are the credit card details?
  • We do not store any payment information ourselves, as we use the services of 'SagePay', who are leaders in this field. Your details are directly managed by them in the most secure manner using the latest technology. Please see www.sagepay.com for further details

  • What credit and debit cards do you accept?
  • We accept all major forms of credit and debit cards, including American Express, Delta, Visa, Maestro, Master Card, Visa Electron

  • I have booked a hotel but I did not receive a confirmation by email. What do I do?
  • Please check the inbox and Spam/Junk folder for the email address provided during the reservation process. To view your confirmation you can also log in with your password.

  • How many rooms can I book in one reservation?
  • On the website you may book up to 4 rooms. If you wish to book more, please send an email providing the dates, the number of rooms needed, your telephone number, the type of rooms needed and the destination. Group reservations may carry different cancellation policies from that stated on the hotel's page.

  • Can I book a hotel for day use?
  • It is not possible to book a hotel for day use. One night is the minimum that can be booked on our website. Furthermore, meeting rooms/conference facilities cannot be arranged through our website

  • What do I need to give my customers once they have paid?
  • Once the items have been confirmed and payment has been received, you should print the hotel voucher for your customer. The vouchers must be presented to the hotel reception at the time of check in, as evidence that the services have been booked and paid for in advance. Failure to present the voucher may result in your customers being charged again (at the full service providers published rates) or the service not being provided

  • How do I change my reservation?
  • Simply send an email to info@acerooms.com with your required changes and we will respond as soon as possible.

  • How Do I cancel my Reservation Online?
  • We understand that sometimes plans need to be changed at short notice, which is why Ace Rooms does not charge our customers any fee for changes and cancellations.

    However, each hotel does have its own change and cancellation policy as stated at time of booking and recapped in your booking confirmation to protect itself against last-minute cancellations.

    If your booking is now inside the stated cancellation window the hotel will be charging you in line with the terms of your booking and we will therefore be unable to refund any such charges.

    The easiest way to do this is online, by signing in to your account and then following the "Bookings" link from the homepage. All your active bookings will be available here, and an option to "cancel your reservation" is displayed under each individual room.

    If you are inside your cancellation window, charges will apply as stated on your booking confirmation under the cancellation policy. Once your reservation is cancelled, an automated email will be sent to you confirming the booking is now cancelled. If you need any assistance or have questions, please call us.

  • Can I change or cancel my non-refundable reservation?
  • Please check the terms and conditions of your reservation before you book your room, and only book a non-refundable room if you're certain of your plans.

    If you choose to cancel a non-refundable reservation, you will unfortunately not be entitled to any refund from the hotel.

    You are also unable to change your non-refundable reservation without the hotel applying a change fee as per the terms and conditions stated at the time of booking and on your booking confirmation

  • Where can I find the cancellation policy of the hotel?
  • On the Booking page there is a link 'Hotel Cancellation Policy'. Please also see our Terms and Conditions

  • How do I know that my booking has been cancelled?
  • After your reservation has been cancelled, 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 or send an email with the details of your reservation.

  • How can I make a special request? For example: a sea view, twin beds, room on a certain floor or dietary needs?
  • During the booking process you can enter any special requests into the 'Special Requests' box provided. Once you have received your booking confirmation you can follow-up with the hotel directly to confirm that your request can be met. Please note Whilst the hotel will do its best to accommodate any special requests or preferences, these can typically not be guaranteed and are subject to availability