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What happens after I submit a booking request?
When you submit a booking request to us through our online booking system, you will immediately be sent an automatic email reply quoting you your booking request number. You should make a note of this number to use in any enquiries. We will then contact your chosen hotel and check if the room you have requested is available for the dates you require. If we receive a positive answer from the hotel, we will confirm the booking with them and send you a booking confirmation. If for any reason we cannot confirm your booking request, a St. Petersburg Hotels travel advisor will contact you to advise you on alternative accommodation. |
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When do you confirm my booking?
We make every effort to confirm your hotel booking within 48 hours of receiving your booking request. However, each of our partner hotels has their own reservations policies, and we cannot guarantee that we will be able to confirm your booking in this time. We will inform you of the status of your booking by email, and you are always able contact the St. Petersburg Hotels customer services team to find out what is happening. If, for whatever reason, we are unable to confirm your booking, we will be in touch to recommend viable alternatives. |
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What should I do if there are mistakes on my booking confirmation?
If, for whatever reason, the booking confirmation you receive from St. Petersburg Hotels differs from the booking request you submitted to us, you should contact St. Petersburg Hotels' customer services team immediately, so that we can attempt to rectify any problems. The sooner you contact, the better the chance that we will be able to confirm your original request. For this reason, we ask that all our customers check all the information on their booking confirmation with the utmost care. |
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Is it possible to cancel a booking?
If you change your mind, and want to cancel your booking, then please get in touch with St. Petersburg Hotels as soon as possible. We cancel all bookings free of charge, as long as we are informed by you before the cancellation deadline stated on your booking request. This is normally 48 hours before the date your booking begins, and cancellations must be submitted in St. Petersburg Hotels' office hours (Monday to Friday, 09:30 to 10:30, GMT +3). Some hotels, however, have stricter cancellation policies, so please check your booking confirmation to make sure. If we do not receive your cancellation before the cancellation deadline, then your cancellation will be subject to a cancellation fee equal to the cost of one night's stay in your chosen accommodation, including all taxes. |
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Why do I have to pay for late cancellation?
Our late cancellation and no-show penalty, to the value of one night's accommodation in your chosen hotel, is standard industry policy for credit card bookings. We are contractually obliged by the hotels we work with to operate this policy, and it allows us to get discount rates at our partner hotels, which we then pass on to you, the customer. |
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Is it possible to alter my booking after I have received confirmation?
If you wish to change the details of your booking after you have received confirmation from us, then you should contact St. Petersburg Hotels as soon as possible. We are only able to deal with alterations to bookings if we receive your request before the cancellation deadline mentioned on your booking confirmation. You will need to quote your booking request number. Although in these circumstances we will do our best to alter your booking as requested, there is no guarantee that we will be able to accommodate your new arrangements. We will, however, keep you informed of what is happening, and help you to find alternative accommodation if necessary. |
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Can I extend or shorten my stay after check-in?
If you wish to extend or shorten your stay after you have checked in, you should contact St. Petersburg Hotels directly, as the reception staff at your chosen hotel will not be able to alter your booking. We will do our best to organize any changes you wish to make, but please bear in mind that, if you wish to extend your stay, it will be subject to availability. If you wish to shorten your stay, you will have to inform St. Petersburg Hotels at least 48 hours before the changes you wish to make come into effect. The same rules apply as for our cancellation policy, and vary according to the hotel you are staying in. |
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